Group Operations Supervisor (SLS)

About the Role

The Group Operations Supervisor provides operational and technical leadership for fire alarm, security, and access control service teams. The role acts as a key escalation point for technicians, customers, and internal staff, ensuring service delivery, scheduling efficiency, and customer satisfaction, while also supporting technical troubleshooting, service quotes, billing issues, and serving as backup to the Group Operations Manager. Applicants must submit a resume and cover letter detailing relevant experience, qualifications, certifications, and examples of successful project implementations. • Provide advanced technical assistance to field technicians for fire alarm, security, and access control systems. • Serve as a technical resource for internal teams and external customers to resolve system issues and service questions. • Assist with diagnosing complex system problems and recommending corrective actions. • Support service‑related estimating and quote preparation, including scope clarification and pricing input. • Assist service coordinators with scheduling conflicts, emergency calls, and resource allocation. • Help prioritize service calls to meet contractual obligations and customer expectations. • Act as a second‑line escalation for after‑hours/on‑call rotation issues. • Address customer concerns related to service delivery, invoicing discrepancies, and billing questions. • Coordinate with billing and service teams to resolve disputes or corrections in a timely manner. • Maintain professional communication with customers to ensure positive relationships and retention. • Provide day‑to‑day guidance and support to technicians and coordinators. • Assist with onboarding and mentoring of new technical staff as needed. • Serve as backup to the Group Operations Manager, including decision‑making, reporting, and team oversight when required. • Support continuous improvement initiatives related to service efficiency, quality, and customer satisfaction. • Maintain a satisfactory driving record which, per Climatec’s vehicle policy, allows the individual to drive on company business.

Key Responsibilities

• ▸technical support
• ▸system troubleshooting
• ▸service estimating
• ▸call prioritization
• ▸escalation management
• ▸customer liaison

What You Bring

• Extensive hands‑on experience with high‑level enterprise platforms such as Bosch (BVMS), Lenel (OnGuard), Genetec (Security Center), or Software House (C•CURE), particularly in mission‑critical or “zero‑downtime” environments. • Ability to maintain a clean driving record and physically perform site walks that include lifting up to 50 lbs, climbing ladders/scaffolding, and navigating active construction sites in all weather conditions. • 15+ years of experience in fire alarm, security, and/or access control systems such as VMS, smoke and heat detectors, flame and gas detection, electronic lock hardware, and/or credential readers. • 15+ years of experience reviewing engineered submittals to ensure code compliance with NFPA standards, AHJ codes, and project specifications for fire, CCTV, and access control. • 10+ years of advanced supervisory or supervisor‑technician experience leading teams of 3 or more members. • 10+ years of experience in Construction Project Management, Service Operations, or related operational field, navigating project lifecycles from submittal and AHJ permitting through commissioning and closeout. • 10+ years of working knowledge of NFPA codes, local AHJ requirements, and operational characteristics of DDC systems. • Expert‑level knowledge of NFPA 72 and NFPA 70, acting as primary liaison for local AHJs and ensuring 100% compliance on complex builds. • Proven ability to troubleshoot and support technicians in the field. • Experience assisting with service estimates or quotes. • Strong organizational and problem‑solving skills. • Bachelor’s degree in electrical engineering, construction management, or related technical field. • 15+ years of experience with advanced supervisory or supervisor‑technician experience leading teams of 5 or more members. • 15+ years of experience working in mission‑critical environments overseeing fire life safety and security integrations in high‑stakes, “zero‑downtime” environments such as Level 1 Trauma Centers, Tier IV Data Centers, and high‑security government facilities. • 15+ years of experience building high‑performance technical teams, focusing on coaching Level 1‑3 technicians through NICET certification pipeline and Bosch technical training tracks. • Expert‑level experience in the “Sales‑to‑Ops” handoff, identifying “scope gaps” in multi‑million dollar bids and providing technical labor‑hour valuations to protect project gross margins. • Current, valid, NICET Level III or IV certification. • Advanced ability to deconstruct complex MEP blueprints to identify impacts of HVAC sequences, emergency power distribution, or smoke control logic on fire alarm and security ecosystem. • Experience working with service management software and scheduling platforms. • Be able to lift and carry ladders, drawings, personal computers, material, etc. • Be able to lift up to 50 lbs. • Be able to spend significant time standing and walking on construction sites. • Be able to climb several flights of stairs or ladders throughout a typical day on a construction site. • Be physically able to kneel, stoop and crawl. • Dental • Vision

Requirements

• ▸bosch
• ▸nfpa 72
• ▸nicet iii
• ▸bachelor's
• ▸project management
• ▸supervisory

Benefits

• Medical • Flexible Spending Accounts • 401K w/ company match • Paid Vacation/Sick/Holidays • Employee Assistance Program • Pet Insurance

Work Environment

Onsite