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Service Manager

Encore Fire Protection

Nashville, TN

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JOB DETAILS
SKILLS
Best Practices, Budget Management, Budgeting, Coaching, Communication Skills, Customer Experience, Customer Relations, Customer Retention/Renewal, Customer Support/Service, Documentation, Fire Alarm, Fire Suppression/Control, Identify Issues, Interpersonal Skills, Leadership, Mentoring, National Fire Protection Association (NFPA), OSHA, On Site Support, Operational Support, People Management, Performance Analysis, Performance Metrics, Preventative Maintenance, Problem Solving Skills, Process Improvement, Profit & Loss, Profit & Loss Management, Project/Program Management, Protective Services, QoS (Quality of Service), Quality Assurance, Regulations, Regulatory Compliance, Regulatory Requirements, Resource Management, Retirement Planning, Revenue Growth, Safety Compliance, Safety Training, Sales, Staff Training, Support Documentation, System Test, Team Lead/Manager, Technical Support, Testing, Time Management, User Documentation
LOCATION
Nashville, TN
POSTED
Today
Who We Are

At Encore Fire Protection, we are proud to be the east coast's largest full-service fire protection company, serving over 90,000 customers from Maine to Louisiana. With a team of over 2,200 dedicated employees, we provide innovative, customized fire suppression, fire sprinkler, and fire alarm solutions that protect lives and properties every day.

Our goal is to deliver superior experience to those who trust us to safeguard what matters most. We are passionate about continuous growth, innovation, and maintaining a culture that thrives on success and commitment to safety. Our mission? To be the best fire protection company the industry has ever seen.

The Opportunity

As a Test and Inspection (T&I) Service Manager, you will lead a high performing team that conducts inspections, testing, and preventative maintenance across advanced fire protection systems. You will be the technical point of contact for the department, help drive operational excellence, and make sure work is completed accurately, on time, and in line with regulatory and company standards. You will balance team leadership, technical support, and operational oversight.

Your work will touch scheduling, field support, documentation, compliance, and customer communication, and you will partner closely with the Sales, Deficiency, and Customer Service teams to keep information and follow-up tight.

If you enjoy mentoring technicians, solving complex operational challenges, and making sure both compliance and customer experience stay strong, this role will be a good fit.

Key Responsibilities

Test and inspection is how we demonstrate to our customers that all their systems perform as intended in their building. As the Test and Inspection Service Manager, you turn codes, schedules, and reports into a smooth operation, keeping your team aligned, compliance tight, and customers confident that nothing has been missed. In this role, you will:
  • Lead, mentor, and coach a team of field technicians and office staff within the Advanced T&I department.
  • Serve as a go to technical resource for complex inspection, testing, and compliance questions.
  • Support ongoing training so staff stay current on regulatory requirements, safety protocols, and technical practices.
  • Provide guidance on troubleshooting, technical recommendations, and best practices in the field and in the office.
  • Oversee daily test and inspection activities, ensuring work is accurate, timely, and meets regulatory and company standards.
  • Conduct site visits to verify timelines, compliance, safety, and quality of service.
  • Collaborate with internal teams, including Sales, Deficiency, and Customer Service, to ensure accurate reporting and resolution of issues.
  • Monitor KPIs and performance metrics and identify opportunities for process improvements and efficiency gains.
  • Ensure documentation, reporting, and inspection logs are complete, accurate, and compliant with NFPA, OSHA, and other applicable standards.
  • Partner with senior leadership to set operational, financial, and departmental goals.
  • Manage departmental budgets and P&L, maintaining profitability while upholding high service standards.
  • Identify opportunities to increase revenue, improve customer retention, and streamline workflows.
What You Bring to the Table
  • Five or more years of experience in a fire protection, testing, inspection, or service management role
  • Proven leadership experience with the ability to motivate, guide, and develop a high performing team
  • Strong technical knowledge of fire protection systems and related testing, inspection, and compliance standards
  • Understanding of NFPA codes, OSHA regulations, and other applicable local, state, or federal requirements
  • Strong problem-solving skills and the ability to make informed decisions under pressure
  • Excellent communication and interpersonal skills for interacting with customers, team members, and leadership
  • Project management experience, including scheduling, resource allocation, budgeting, and quality assurance
  • Ability to adapt and thrive in a dynamic, evolving industry
What Makes You Stand Out
  • You have a bachelor's degree in Business, Management, Operations, or a related field.
  • You have experience in fire protection, building services, or another field service-based industry.
  • You are comfortable working with service KPIs and using data to guide decisions and coaching conversations.
  • You have experience working in a private equity-backed environment with defined KPIs, growth targets, and structured reporting.
Beyond the Paycheck

At Encore, we're all about creating a culture where success is celebrated. We recognize that our work makes people's lives safer, and we reward those who contribute to our growth. Here's what you can expect:
  • Competitive Salary: Compensation commensurate with your experience, with the opportunity to earn performance-based bonuses tied to your personal effectiveness and contributions to the team.
  • Purpose-Driven Work Environment: We believe in working smarter, not harder. You'll be part of a culture that values results, and we empower our team to focus on impactful work.
  • Flexible Dress Code: Upon joining, you'll receive branded Encore swag, and we believe in dressing for the objective, not the occasion. Most days, you can enjoy a casual work environment, but we'll dress up when the situation calls for it.
  • People-Focused Culture: We know our greatest strength is our people. That's why we've built a culture that encourages experimentation, learning, and improving together. You'll have the space to share your ideas and help shape a company that is constantly growing.
  • Tools for Success: Access to leading-edge web-based productivity tools.
  • Health and Wellness: Comprehensive medical, dental, and vision coverage to keep you and your family healthy.
  • Retirement Planning: Participation in our Fidelity 401(k) plan with a company match, helping you save for your future.
  • Life Insurance: Company-paid life insurance policy of $50,000 to give you peace of mind.


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EEO Statement

Encore Fire Protection is an Equal Opportunity Employer.

Encore Fire Protection is an E-Verify Employer.

As an EEO/AA employer, Encore Fire Protection considers applicants for employment without regard to, and does not discriminate based on gender, sex, sexual orientation, gender identity, national origin, age, race, protected veteran status, disability, or any other legally protected status.

About the Company

E

Encore Fire Protection

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