Area Service Support Manager

Our team members are the cornerstone of our success.

We appreciate your interest in exploring new opportunities with us.

As a global leader in creating smart, healthy, and sustainable buildings, our mission is to revolutionize building performance for the benefit of people, places, and the planet. Join a dynamic team dedicated to helping you shape your best future! Our organization is uniquely equipped to support the fire protection sector through the scheduling and dispatching of inspection activities across the United States. In this role, you'll engage in meaningful work and diverse learning opportunities that foster your professional development. We prioritize our employees' physical, financial, and emotional well-being, creating an enriching experience. Become part of our Fire Schedule & Dispatch Central Operations Support team and thrive in a company culture that values your insights and contributions—your next great opportunity is just a few clicks away!

What we offer: 

• Competitive salary
• Paid vacation/holidays/sick time—15 days of vacation in your first year
• Comprehensive benefits package; 401(k), medical, dental, and vision care, available from day one
• A supportive and collaborative team environment
• Commitment to safety through our Zero Harm policy
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Your Role:

As the Area Service Support Manager, you'll lead and motivate a team of Inspection Schedulers / Service coordinators responsible for the administrative coordination of our fire electronic and sprinkler services. Your primary focus will be to ensure adequate scheduling of schedulers coverage by managing your team to support local markets. Foster an inclusive culture that enhances performance through effective evaluation, training, and recruitment of your scheduling team.

You will drive branch outcomes by utilizing key performance indicators and optimizing workflow processes. Your responsibilities will include monitoring progress, measuring performance, and continuously seeking improvements to maximize productivity and ensure the quality of all scheduling activities. You will help shape and communicate our strategic initiatives to your front-line schedulers to achieve our collective goals.

How you will do it:

Drive branch outcomes through key performance indicators and workflow processes. You will be responsible for monitoring progress, measuring, and seeking to improve throughput to ensure maximum productivity, as well as, to ensure the quality of all scheduling activities. You will help develop and deliver our strategy, effectively communicating it to our front-line schedulers to achieve the desired results.

• Schedule Fullness is the heartbeat of your operation and ensures inspector schedules are planned out in advance and inspectors are fully utilized to their capacity to maximize efficiency and tasks executed per day. 
• Subcontracted Inspections tracking, ensuring your schedulers are coordinating and communicating in a timely manner with subcontractors and following up them to ensure work has been coordinated and completed on time in accordance with contract obligations.  
• On-time Inspections drives us meeting our contractual obligations and is a top priority of ours. This measures our rate at which we successfully schedule and execute our inspections in the month they are due. 
• Past Due Inspections kept to a minimal amount by monitoring scheduler adherence and participation in required past due review meetings with key stakeholders in our markets. It will be your responsibility to ensure schedulers are following all documentation requirements, documenting their attempts, certified letter tracking and cancellations.
• Inspections Burndown will be how you measure your team’s success in our day-to-day operations by reviewing progress to targets in schedule + executed on both past due and current month inspections. Your schedulers will also be responsible for the upkeep of our IST reporting, tracking inspections, assignees, estimated durations to complete and frequencies of inspections.
• Billed not Inspected (BNI) reduction achieved by driving your team to meet KPIs and overseeing the operation to ensure our scheduling procedures, documented attempts, cancelation processes are followed.
• On-hold Resolution of any of our service work that are put on hold for invoicing due to missing information, reports, and / or required documentation. You will monitor average days on hold and holds assigned to your team to resolve by our billing center and ensure timely response and resolution.
• Service Revenue plan ach