The Area Service Manager is a senior regional leadership role responsible for driving the performance, consistency, and execution of the service business across Arizona. This position directly leads the Phoenix service operation, including management of the Phoenix service leadership team, and provides functional leadership and support to the General Managers responsible for service operations in Flagstaff, Yuma, Tucson, and Mining. Working closely with the Area General Manager, the Area Service Manager serves as the primary operational and financial partner for the Arizona service business. This role establishes consistent operating practices across the territory, identifies and drives the key performance indicators that influence business results, and ensures service operations meet expectations for revenue, margin, productivity, quality, customer satisfaction, and responsiveness.
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Job Summary
The Area Service Manager is a senior regional leadership role responsible for driving the performance, consistency, and execution of the service business across Arizona. This position directly leads the Phoenix service operation, including management of the Phoenix service leadership team, and provides functional leadership and support to the General Managers responsible for service operations in Flagstaff, Yuma, Tucson, and Mining. Working closely with the Area General Manager, the Area Service Manager serves as the primary operational and financial partner for the Arizona service business. This role establishes consistent operating practices across the territory, identifies and drives the key performance indicators that influence business results, and ensures service operations meet expectations for revenue, margin, productivity, quality, customer satisfaction, and responsiveness.
Job Responsibilities
Manage service operations through strategic sales development, process control, operational/margin improvement initiatives, and the establishment of key performance standards.
Analyze the market and current business performance to ensure strategies are effective in meeting the financial budget and recommend changes or adjustments to the plan when
Responsible for tracking, forecasting, and communicating all costs, profits, and financial measures of the total service business in Arizona.
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Accountable for directly managing the Phoenix service leadership team responsible for service scheduling, dispatch, field execution, inspections, repairs, preventative maintenance, customer responsiveness, quality, and overall service delivery.
Directly responsible for the performance and execution of the Phoenix service business, while providing area leadership and support for service operations in Flagstaff, Yuma, Tucson, and Mining.
Partner with and support the General Managers in Flagstaff, Yuma, and Tucson, as well as Mining leadership, to drive consistent service performance, resource planning, customer responsiveness, financial results, and adherence to Hiller processes and standards.
Serve as the Area General Manager’s primary business partner for the Arizona service organization, providing operational and financial insight to support strategic and tactical decisions.
Establish and drive a consistent operating cadence across the Arizona territory, including forecasting, service backlog management, labor productivity and utilization, scheduling, customer responsiveness, and financial performance.
Identify, establish, and monitor the critical KPIs required to effectively manage the service business; use performance data to identify trends, risks, and opportunities and drive corrective action.
Drive accountability for revenue, gross margin, labor utilization and productivity, service backlog, forecasting, recurring inspection and maintenance revenue, customer retention, and overall service profitability.
Develop and implement standardized processes, expectations, and best practices across Arizona service operations to improve predictability, scalability, consistency, and customer experience.
Provide the Area General Manager with forward-looking analysis of service performance, including financial risks, capacity constraints, resource requirements, customer trends, and opportunities for growth or margin improvement.
Collaborate with installation/construction teams to ensure successful and smooth turnover of newly completed systems into ongoing inspection, maintenance, and service relationships.
Conduct regular business review meetings to inspect service performance, analyze issues, and implement corrective action plans.
Routinely review all non-financial and financial key performance indicators for service sales, inspections, maintenance, repairs, field operations, scheduling/dispatch, and operational administration.
Examine business performance including sales pipeline, service backlog, recurring revenue, resource utilization, labor efficiency, cost control, customer retention, and overall revenue/margin contribution.
Determine, budget, and plan for the staffing needs of the business and work with the appropriate resources to achieve the plan.
Manage and develop important subcontractor, vendor, and strategic customer relationships.
Create alliances that support our strategy and deliver the level of quality our customers and Hiller expects
Ensure compliance with Hiller policies/procedures, Federal, State, and local laws, and regulations.
Other duties as assigned.
Location(s)
PHOENIX, AZ, USA
What We Are Looking For
Bachelor’s degree in business management or related field; equivalent professional experience may be substituted for education requirement.
5-10 years’ proven Fire Protection or closely related industry experience with prior leadership experience, ideally with multi-site responsibility
NICET III or higher certification preferred
Advanced knowledge of fire protection service, inspection, maintenance, and repair operations, processes, and best practices.
Strong knowledge of fire and life safety systems, service requirements, applicable codes, regulations, and quality standards.
Ability to interact and communicate in a professional and positive manner with internal and external stakeholders, including technicians, sales teams, customers, vendors, AHJs, and branch leadership.
Must have strong problem-solving skills and the ability to manage customer escalations, service delivery issues, and operational challenges.
Excellent time, operational, and people management skills.
Ability to recognize manpower needs and effective schedules.
Strong team leadership and the ability to launch and execute key initiatives and tools.
Strong business and financial acumen with demonstrated experience managing P&L performance, forecasting, budgeting, service backlog, labor productivity/utilization, recurring revenue, and profitability.
Demonstrated ability to influence and drive results across a multi-site organization, including through leaders who do not directly report to the position.
Ability to translate operational and financial data into actionable business decisions and effectively communicate performance, risks, and opportunities to senior leadership.
Knowledgeable with NFPA standards and codes.
Hiller is a drug-free workplace, an equal opportunity employer and ADA compliant.
We are proud to operate according to our Core Values: Put People First, Empower the Branches, Earn Customer Trust, Embrace the Challenge and Act with Integrity.
Most employee benefits start from the first day of employment, including:
Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education
Comprehensive benefits package, including health, dental & vision insurance, retirement plans, company paid & voluntary life insurance, company paid short-term disability, voluntary long-term disability, critical illness & accident insurance and paid time off
Company-provided training, tools and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs
Career advancement potential within a growing company.
Join us in our mission to provide comprehensive fire protection solutions and peace of mind to our customers and together let's make the world a safer place.
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