All American Fire Equipment

Head of Service - Job Description

Company Overview

At All American Fire Equipment, we are driven by our mission to support the heroes who protect our communities through world-class fire trucks & equipment and unparalleled service solutions. Guided by our five core valuesHonesty and Integrity, Being Action-Oriented, Having a Positive Collaborative Attitude, and Treating People Like Familywe are seeking a visionary Head of Service to lead our service division. This role will drive strategic initiatives to ensure operational excellence, superior customer satisfaction, and innovative maintenance programs for fire departments and emergency services. The ideal candidate is a proven leader with experience in service operations, preferably in the automotive, heavy equipment, or fire apparatus sectors, who embodies our values and is committed to elevating our dedication to reliability and performance.

Position Summary

We are seeking an experienced Head of Service to lead our service operations across our 4 current locations with near-term plans to expand to 1-2 additional sites. This role requires driving excellence in fire equipment and apparatus maintenance, repair, and customer support while maintaining a strong physical presence with teams at each location. This leadership position demands someone who embodies our core values while managing distributed teams of skilled technicians and building lasting relationships with fire departments and emergency services across our multi-location territory.

Key Responsibilities

Leadership & Team Management

• Lead and develop service teams across four locations with plans for expansion to 1-2 additional sites
• Maintain regular physical presence at each location to build relationships, assess operations, and support local teams
• Foster a family-like work environment that promotes collaboration and maintains consistent culture across all locations
• Implement performance management systems that work effectively across distributed teams
• Maintain open, honest communication with team members at all locations through regular visits and virtual check-ins

Multi-Location Operations

• Travel regularly between locations to ensure consistent service standards and operational excellence
• Coordinate resources and personnel across multiple sites to optimize efficiency and response times
• Standardize processes and procedures while adapting to local market needs and customer requirements
• Oversee expansion planning and setup for new locations as the company grows
• Build and maintain relationships with local fire departments and emergency services at each location

Service Operations Management

• Oversee all service operations including preventive maintenance, emergency repairs, warranty work, and equipment upgrades across all locations
• Ensure rapid response times to emergency service calls, understanding that fire departments depend on reliable equipment to protect their communities
• Develop and maintain service procedures that prioritize safety, quality, and efficiency across all sites
• Manage service scheduling, resource allocation, and workflow optimization for multi-location operations

Customer Relations

• Build and maintain strong relationships with fire chiefs, fleet managers, and department personnel across all territories
• Travel to customer sites for critical meetings, emergency situations, and relationship building
• Respond to customer needs with energy and urgency, recognizing the critical nature of fire apparatus reliability
• Handle escalated service issues with integrity and a solutions-focused approach
• Conduct regular customer visits at all locations to ensure satisfaction and identify opportunities for improvement

Technical Excellence

• Stay current with fire apparatus technology, industry standards, and regulatory requirements
• Ensure all team members maintain the highest level of technical knowledge and certifications
• Collaborate with manufacturers and suppliers to resolve complex technical issues
• Oversee quality control processes to ensure all work meets or exceeds industry standards

Business Development

• Identify service opportunities and work collaboratively with sales team to grow service revenue
• Develop service packages and maintenance programs that provide value to customers
• Participate in trade shows, training events, and industry conferences
• Contribute to strategic planning and business development initiatives

Required Qualifications

Experience & Education

• 7+ years of experience in heavy-duty vehicle service management, preferably with fire apparatus, commercial trucks, or emergency vehicles
• Proven track record of leading distributed service teams and managing multi-location operations
• Experience with travel-intensive roles and ability to maintain effectiveness while on the road
• Strong understanding of hydraulic, electrical, mechanical and water pump systems
• Commensurate education in automotive technology, mechanical engineering, or related field preferred

What our Core Values mean for this position:

• Honesty & Integrity: Demonstrates ethical behavior in all interactions, admits mistakes openly, and builds trust through transparent communication across all locations
• Responsive & Action-Oriented: Shows urgency in addressing customer needs, makes decisions quickly while traveling, and takes initiative to solve problems remotely and in person
• Positive & Collaborative: Maintains optimistic outlook, works effectively with distributed teams, and contributes to success across all locations
• Family-Oriented Approach: Treats colleagues and customers with care and respect regardless of location, supports team development across sites, and creates a unified culture & environment company-wide
• Knowledge & Expertise: Continuously learns, shares expertise across all locations, and maintains high professional standards while adapting to local needs

Technical Skills

• Advanced diagnostic and troubleshooting abilities
• Proficiency with service management software and computerized systems
• Knowledge of NFPA standards and fire apparatus regulations
• Experience with warranty administration and parts management
• Strong project management and organizational skills

Leadership Qualities

• Excellent communication and interpersonal skills for managing distributed teams
• Ability to motivate and develop team members across multiple locations
• Strong problem-solving and decision-making capabilities while traveling
• Customer service orientation with conflict resolution skills in various markets
• Financial acumen and budget management experience for multi-location operations
• Comfortable with 40-60% travel to maintain presence at all locations
• Ability to work independently while maintaining team connectivity

What We Offer

Compensation & Benefits

• Competitive salary commensurate with experience
• Performance-based bonus structure
• Comprehensive health, dental, and vision insurance
• 401(k) with company matching
• Paid time off and holidays

Professional Development

• Ongoing training and certification opportunities
• Support for industry conference attendance
• Career advancement opportunities within growing company
• Access to manufacturer training programs

Work Environment

• Family-oriented culture that values work-life balance
• Collaborative team environment
• Modern facilities and equipment
• Opportunity to make a meaningful impact in public safety

Application Process

Please submit your resume along with a cover letter explaining how you embody our five core values and why you're passionate about supporting first responders. We're looking for someone who shares our commitment to excellence and our dedication to treating people like family.