Job Description

Description

Rated one of the Top Workplaces in the Greater Pittsburgh Area 2021-2023

Job Summary: The System Service Supervisor is responsible for leading and managing the System Service Technician Team, ensuring team members are productive, efficient, and actively engaged in their daily responsibilities. This role involves providing hands-on service and support across all product lines, while staying current with evolving technologies in the field. A significant portion of the position is field-based, working side-by-side with technicians to enhance their technical skills, ensure quality standards, and support continuous development.

Essential Duties and Responsibilities: The following list is intended to describe the general nature and level of work performed by employees in this classification.  It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.  The employer reserves the right to change or assign other duties to this position.  All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

• Productivity Improvement:

Responsible for training service personnel and building a team equipped with the skills and customer service mindset necessary to support and grow the company. Accountable for ensuring team efficiency and productivity through fair, effective performance metrics. Motivates employees to achieve or exceed their assigned goals and objectives. Conducts annual performance evaluations and implements performance improvement strategies when needed.

• Employee Development:

Leads, organizes, and empowers technicians to form a cohesive, high-performing team focused on business growth. Identifies opportunities for development in areas such as sales skills, product knowledge, and customer service. Provides targeted training to meet current and future business demands, ensuring the department is equipped for ongoing success.

Duties and Responsibilities Continued:

• Collaborates with the manager and customer service coordinator to ensure all technicians are appropriately scheduled and performing their duties professionally and efficiently.
• Reviews unscheduled and completed service calls to ensure proper follow-up and resolution.
• Oversees fire alarm inspection reports, verifying completion, accuracy, and inclusion of all required information.
• Monitors departmental revenue goals and evaluates performance against targets.
• Conducts regular site visits with the manager to verify quality and compliance of work performed.
• Supervises and tracks daily activities and productivity of service technicians.
• Assists in the creation of relevant training topics to address departmental needs.
• Delivers in-person training sessions to technicians to enhance skills and ensure compliance with standards.
• Organizes and conducts monthly department and training meetings to maintain communication and continuous improvement.
• Reviews and approves technician time entries and paid time off (PTO) requests as needed to maintain scheduling and operational efficiency.

Qualifications

Job Requirements:

• Strong working knowledge of all relevant NFPA codes and standards.
• NICET Certification required within the first year of employment.
• Minimum of 5 years of experience in the fire alarm industry.
• At least 2 years of supervisory or management experience.
• High school diploma or equivalent required.
• Proficient in troubleshooting and installing fire alarm systems, both onsite and remotely (supporting technicians and customers by phone)
• Ability to read and interpret installation designs and technical drawings
• Possession of a valid driver’s license with a driving record that meets company standards.
• Must successfully pass a pre-employment background check and drug screening.
• Excellent verbal and written communication skills, including computerized communication.
• Intermediate computer proficiency required, including familiarity with Microsoft Office (Word, Excel, Outlook, etc.).

Work Environment/Physical Requirements:

• Role consists of a 50/50 split between office duties and field responsibilities, including training, quality control, and supervision.
• Must be able to stand, walk, and sit for extended periods throughout the workday.
• Required to work offsite at customer facilities, which may include exposure to clean and unclean environments as well as extreme hot or cold conditions.
• Must be able to lift and carry items weighing 50 pounds or more.
• Job duties may involve climbing ladders and accessing elevated or confined spaces.
• At certain job sites, personal protective equipment (PPE) such as safety shoes, hard hats, and other safety gear will be required.

Goals:

• Identify and implement strategies to improve departmental efficiency and workflow.
• Develop and execute cost-saving and problem-solving solutions that align with company objectives and operational goals.
• Provide ongoing support to field service technicians, ensuring they have the tools, guidance, and resources needed to succeed.
• Maintain a strong focus on 100% customer satisfaction through proactive service quality and issue resolution.
• Encourage and guide technicians to achieve manufacturers and state certifications within required timeframes to ensure compliance and capability.

What We Offer:

• Medical, dental, and vision insurance plans
• Company-paid life insurance and long-term disability insurance
• Optional supplemental insurance plans available for additional coverage
• 401K plan with Safe Harbor match | 401K Roth with Safe Harbor Match
• Outstanding opportunities for career advancement
• Competitive salary structure
• Paid PTO starting in your first year
• 7 paid holidays annually
• Company vehicle and mobile phone provided
• Company-logo work attire
• Employee referral program

-Direct Applicants Only -No Third-Party Recruiters-

Fire Fighter Sales and Service Co. is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, marital status, family responsibilities, pregnancy, genetic information, veteran, or military status.