Sprinkler Service Operations Manager

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across the globe. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries. Global Reach. Local Service.

As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients' needs. Learn more at www.pavion.com.

Pavion and our family of companies are seeking a talented and motivated Sprinkler Service Operations Manager to join our fire business unit.

The Sprinkler Service Operations Manager is responsible for the overall performance, growth, and day-to-day operation of the Sprinkler Service Department. This role provides leadership and direction to sprinkler service technicians while ensuring work is completed safely, efficiently, profitably, and in accordance with applicable NFPA standards, local codes, customer requirements, and company procedures.

The successful candidate will be a hands-on leader with strong technical sprinkler knowledge, operational experience, and the ability to manage people, customer relationships, scheduling, financial performance, and department growth.

• Manage the day-to-day operations of the Sprinkler Service Department
• Lead, coach, and develop sprinkler service technicians and field personnel
• Coordinate technician schedules, emergency service calls, planned maintenance, repairs, and small projects
• Assign technicians based on licensing, technical experience, customer requirements, workload, and geographic location
• Monitor department workload and adjust staffing and scheduling to meet customer commitments
• Conduct regular team and technician meetings to communicate expectations, safety information, operational priorities, and performance results
• Assist with recruiting, interviewing, onboarding, training, and retaining qualified sprinkler technicians
• Maintain staffing levels necessary to support current workload and future business growth
• Serve as an escalation point for customer concerns and ensure issues are resolved professionally and promptly
• Maintain strong relationships with existing customers while identifying opportunities for additional service and recurring revenue
• Ensure customers receive timely communication regarding scheduling, repairs, deficiencies, pricing, and job status
• Provide technical support to technicians for troubleshooting sprinkler systems and related equipment
• Review service reports, deficiencies, technician recommendations, and job documentation for accuracy and completeness
• Ensure service work complies with applicable NFPA standards, manufacturer requirements, local codes, AHJ requirements, and company procedures
• Coordinate shutdowns, impairments, fire watches, emergency repairs, and other critical service activities as required
• Assist technicians with complex service calls and field issues when necessary
• Prepare or assist with estimates and proposals for sprinkler repairs, deficiencies, emergency work, and small projects
• Review inspection deficiencies and help convert identified repairs into service opportunities
• Follow up on outstanding proposals and support service booking goals
• Partner with Sales on larger service opportunities, customer account strategies, and recurring revenue opportunities
• Ensure pricing supports company labor, material, and margin expectations
• Take ownership of the financial performance of the Sprinkler Service Department
• Monitor department revenue, bookings, gross margin, labor utilization, technician productivity, material costs, overtime, and backlog
• Manage service work to established budgets and profitability expectations
• Review work orders for accurate labor, material, subcontractor, and billing information
• Ensure completed work is processed and invoiced in a timely manner
• Identify jobs trending below expected profitability and take appropriate corrective action
• Develop and execute strategies to achieve department revenue, margin, and growth goals
• Monitor service backlog and ensure work is scheduled and completed in a timely manner
• Establish clear expectations for technician performance, productivity, quality, safety, and customer service
• Conduct performance reviews, coaching, and development conversations
• Identify training needs and support technicians in obtaining and maintaining required licenses and certifications
• Develop future lead technicians, supervisors, and department leaders
• Address performance and conduct issues promptly and consistently
• Promote a positive, accountable, and team-oriented work environment
• Maintain a strong safety culture across the department
• Ensure compliance with company safety policies, OSHA requirements, site-specific requirements, and industry best practices
• Review accidents, injuries, vehicle incidents, property damage, and other safety events and participate in corrective-action efforts
• Ensure technicians have the appropriate PPE, tools, equipment, and training necessary to perform their work safely
• Maintain knowledge of applicable fire protection codes, standards, and regulatory requirements
• Collaborate with Inspection, Construction, Sales, Procurement, Engineering, and other internal departments as needed
• Participate in jobsite meetings and customer meetings when required
• Support emergency service needs outside normal business hours when necessary

• 5+ years of experience in the fire sprinkler or fire protection industry
• Active state of MA sprinkler journeyman's or contractor license
• Previous supervisory, service management, field leadership, or comparable leadership experience
• Strong working knowledge of commercial fire sprinkler systems
• Working knowledge of applicable NFPA standards, including NFPA 13, NFPA 20, and NFPA 25
• Ability to read and interpret sprinkler drawings, inspection reports, service reports, and system documentation
• Experience with service operations, scheduling, estimating, job costing, billing, and profitability
• Experience troubleshooting sprinkler systems and managing repair work
• Strong leadership, communication, organization, and customer service skills
• Ability to manage multiple priorities in a fast-paced service environment
• Strong problem-solving and decision-making skills
• Ability to use service management, scheduling, estimating, and Microsoft Office applications
• Valid driver's license and acceptable driving record
• Ability to periodically visit active commercial, industrial, construction, and service sites
• Ability to climb ladders and stairs and access mechanical and sprinkler equipment areas as required
• Ability to occasionally lift and carry equipment or materials associated with fire protection service work
• Ability to support emergency service situations outside normal business hours when required

• Active state of MA sprinkler contractor license
• NICET certification or other relevant fire protection certifications
• Experience managing a sprinkler service department or similar field service operation
• Experience managing department financial performance, including revenue, gross margin, labor utilization, and backlog
• Experience developing and mentoring sprinkler technicians or field leaders
• Experience working with commercial, industrial, institutional, healthcare, education, or other complex customer environments
• Experience supporting both recurring service and project-based sprinkler work

The salary range for this position is $100,000-$120,000 annually. The starting salary will be determined based on qualifications, experience, education, skills, certifications, and internal equity. We also offer a comprehensive benefits package.

Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties as may be required. The employer has the right to revise this job description at any time. The job description is not to be construed as a contract for employment.

**Pavion is an equal opportunity/affirmative action employer