• Ownership — treat operational performance as your own scoreboard; see problems through to a measured, sustained fix.
• Systems Thinking — understand how inspections, scheduling, quoting, execution, and invoicing connect, and design changes that improve the whole chain rather than one step.
• Data & Analytics Discipline — turn ServiceTrade data into clear reporting, operational insight, and measurable action.
• Bias for Action — pilot, measure, and iterate quickly; a 70% solution in place this month beats a perfect one next quarter.
• Collaborative Influence — earn adoption from field, branch, and support teams by building practical solutions that make the work easier and more consistent.
• Continuous Improvement Mindset — identify waste and variation, test practical improvements, train to the standard, and audit adoption.

KEY RESPONSIBILITIES

• Improve the end-to-end fire and life safety service workflow — from inspection and deficiency capture through quoting, scheduling, execution, close-out, and invoicing.
• Monitor daily operational throughput: open work orders, unscheduled work, technician utilization, first-time fix, and job aging; intervene before backlogs build.
• Partner with scheduling and dispatch to improve technician routing, job duration accuracy, and same-day/emergency response.
• Drive compliance discipline — ensure inspections are completed on schedule, deficiencies are documented correctly, and reports and certificates are delivered to customers on time.
• Identify and resolve the root causes of rework, missed appointments, incomplete job documentation, and delayed invoicing.
• Partner across field, inspections, inside sales, estimating, accounting, and branch leadership to resolve cross-functional operational issues.

• Map current-state processes, quantify gaps with operational data, and prioritize improvements by impact on safety, compliance, margin, customer experience, and adoption.
• Design and document standard operating procedures (SOPs), checklists, and job aids so the work is repeatable across technicians and branches.
• Run structured problem-solving — root cause analysis, standardization, and before/after measurement — and report the realized result, not just the change.
• Train and coach field and office teams on new processes, then audit adherence and close the gaps you find.

• Own operational projects end to end — scope, plan, schedule, stakeholders, risks, post go-live — with clear milestones and a defined definition of done.
• Lead system rollouts, process launches, new-service-line stand-ups, and branch integrations, coordinating the field, office, and vendor resources required.
• Keep stakeholders aligned on decisions, risks, next steps, and blockers, with recommended paths forward.
• Close every project with documented training, an owner for the ongoing process, and a measured outcome against the original business case.

• Act as the internal subject-matter expert and administrator for ServiceTrade — configuration, service lines, job and deficiency templates, asset records, user setup, and permissions.
• Build and maintain ServiceTrade workflows, forms, and inspection templates that produce accurate, code-referenced deficiency data at the source.
• Improve data quality and hygiene: asset and location records, job coding, deficiency severity, technician time entry, and invoicing accuracy.

• Build and maintain dashboards and recurring reports using ServiceTrade and related data sources to track throughput, utilization, compliance, cycle time, rework, backlog, margin impact, and process adoption.
• Deliver a weekly operations review to leadership: what moved, what didn't, and the specific actions underway.
• Translate data into recommendations for capacity, process changes, ServiceTrade configuration, training, and tooling.

• Travel regularly across Altus branches and customer sites to observe field work, validate standards, and gather firsthand input before changing processes.
• Support branch-level rollouts on site during launch weeks, then follow up in person to confirm adoption held.
• Adjust travel cadence to the project portfolio; occasional overnight travel and after-hours or weekend support may be required during cutovers or emergency response events.

KEY PERFORMANCE INDICATORS

WHAT YOU BRING

• Strong data analytics capability, with the ability to turn ServiceTrade and operational data into dashboards, insights, and action
• Deep hands-on ServiceTrade experience, including configuration, templates, workflows, reporting, data integrity, and user training
• Required exposure to the fire and life safety industry, including ITM, service, repair, deficiency management, compliance documentation, or NFPA-driven workflows
• Organized and project-disciplined — can run several initiatives at once without dropping detail
• Process-focused and field-credible, with a track record of simplifying workflows, reducing variation, and sustaining adoption
• A strong communicator and trainer — verbal, written, and virtual
• Self-directed, accountable, and comfortable leading without formal authority