Position Summary
The Director of Operations is responsible for leading the day-to-day operations of the fire protection business, including service, inspections, repairs, projects, manpower planning, scheduling, client service, field performance, safety, profitability, and operational growth.
This role is responsible for ensuring that work is completed safely, efficiently, profitably, and in accordance with applicable codes, standards, regulatory requirements, and company expectations. The Director of Operations will work closely with ownership, management, office staff, field technicians, fitters, subcontractors, suppliers, and clients to ensure the company continues to deliver high-quality fire protection services.
The successful candidate will be a hands-on operational leader with strong knowledge of fire protection systems, field execution, customer service, scheduling, estimating support, team management, and business growth.
Key Responsibilities
Operations Leadership
- Oversee daily operations for service, inspections, repairs, maintenance, emergency calls, quoted work, and projects.
- Ensure jobs are properly planned, scheduled, staffed, executed, documented, and closed out.
- Monitor job progress, labour productivity, material usage, field performance, and customer satisfaction.
- Support the development and implementation of operational processes, procedures, reporting systems, and accountability measures.
- Ensure field teams have the information, materials, tools, equipment, and direction required to complete work successfully.
- Work with ownership and senior leadership to support operational growth, profitability, and long-term business planning.
- Service, Inspections, and Projects
- Manage fire protection service work, inspections, repairs, deficiencies, small projects, and larger installation work.
- Ensure inspection reports, deficiency lists, work orders, service records, and closeout documentation are completed accurately and on time.
- Review open work orders, outstanding deficiencies, quoted work, and project status to ensure timely completion and billing.
- Assist with prioritizing urgent service calls, emergency response, client requests, and project deadlines.
- Ensure work is coordinated effectively between office staff, field staff, clients, suppliers, and subcontractors.
Team Management
- Lead, support, and mentor field staff, supervisors, fitters, technicians, coordinators, and administrative support staff.
- Assist with hiring, onboarding, training, performance management, and workforce planning.
- Promote accountability, professionalism, quality workmanship, and a strong safety culture.
- Build a team environment focused on communication, problem-solving, continuous improvement, and client service.
- Ensure staff understand expectations regarding documentation, timelines, quality, safety, and customer communication.
- Client and Business Development Support
- Maintain strong relationships with clients, property managers, general contractors, consultants, vendors, and industry partners.
- Support client retention by ensuring service quality, responsiveness, and professional communication.
- Assist with identifying opportunities for additional work, preventative maintenance contracts, inspection agreements, repairs, upgrades, and project opportunities.
- Represent the company professionally in meetings, site visits, client discussions, and operational reviews.
- Support the growth of the business by helping strengthen client relationships and identify new revenue opportunities.
Financial and Performance Management
- Monitor job profitability, labour hours, material costs, service efficiency, and operational performance.
- Support estimating, quoting, change orders, billing accuracy, and work order review.
- Ensure completed work is properly documented and ready for timely invoicing.
- Review operational reports and identify areas for improvement, cost control, and increased efficiency.
- Work with administration and accounting to support timely billing, accurate job costing, and proper closeout of completed work.
Compliance, Safety, and Quality
- Ensure all work is completed in compliance with applicable codes, standards, regulations, client requirements, and company policies.
- Maintain a strong focus on health and safety, field documentation, inspections, permits, and quality control.
- Support corrective actions where deficiencies, safety concerns, service issues, or workmanship concerns arise.
- Stay current with industry requirements, best practices, and fire protection standards.
- Ensure the company maintains a professional standard of workmanship, documentation, and client communication.
Required Experience and Qualifications
- Strong operational experience in the fire protection industry.
- Experience managing service, inspections, repairs, projects, technicians, fitters, and/or field teams.
- Strong understanding of fire sprinkler systems, fire pumps, standpipes, backflow devices, inspection requirements, deficiencies, and service work.
- Knowledge of applicable fire protection codes, standards, and industry practices.
- Strong leadership, communication, scheduling, problem-solving, and client management skills.
- Ability to manage multiple priorities, urgent service calls, active jobs, field staff, and client expectations.
- Strong business acumen with an understanding of job costing, labour productivity, billing, profitability, and operational reporting.
- Valid driver’s licence and ability to travel to job sites and client locations as required.
Preferred Certifications and Designations
- Preference will be given to candidates who hold one or more of the following certifications, licences, or designations:
- RSE designation, including Red Seal sprinkler fitter or related trade certification.
- CFAA certification for fire alarm inspection, testing, service, or related fire protection work.
- ESA-related licensing, certification, or experience, where applicable to electrical fire protection systems, fire alarm work, or electrical compliance requirements.
- Additional fire protection, sprinkler, backflow, fire pump, health and safety, or code-related certifications are considered assets.
Preferred Qualifications
- Previous experience as an Operations Manager, Service Manager, Project Manager, General Manager, Senior Supervisor, or Director of Operations in the fire protection industry.
- Experience with unionized trades is considered an asset.
- Experience with service dispatching, inspection scheduling, deficiency management, and project coordination systems.
- Strong network within the fire protection, construction, property management, or facility services industry.
- Experience supporting business growth, client retention, estimating, quoting, and operational process improvement.
Key Success Measures
- Improved scheduling, field coordination, and job completion.
- Timely closeout and billing of completed work.
- Strong client satisfaction and retention.
- Growth in service, inspection, deficiency, and project revenue.
- Improved labour productivity and job profitability.
- High-quality documentation and operational reporting.
- Strong field accountability, safety performance, and team morale.
- Consistent execution of company standards, policies, and client service expectations.
Compensation
Compensation will be based on experience and qualifications and may include salary, performance-based incentives, benefits, vehicle allowance or company vehicle, and long-term growth opportunities.
Pay: $85,000.00-$125,000.00 per year
Benefits:
- Company car
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Profit sharing
- Stock options
- Vision care
Work Location: In person
