Job Description
Out client is a growing generator sales and service provider supporting commercial, industrial, healthcare, telecom, and residential customers across the northeast area. We are hiring a General Service Operations Manager to run the business day to day and lead the entire team. This person is the President's right hand: accountable for service profitability, technician productivity, customer retention, safety, and building the systems and people the company needs for its next stage of growth.
This is a hands-on leadership role. The right candidate knows the generator business from the service truck up, can walk a jobsite and talk to a facilities director, and has the operational discipline to turn a busy shop into a well-run, scalable one.
KEY RESPONSIBILITIES
Leadership & Team Development
• Lead all service, dispatch, parts, and administrative staff; set clear expectations, run regular team meetings, and hold people accountable to results.
• Recruit, hire, onboard, and retain field technicians at all levels; build a bench so growth is not limited by headcount.
• Establish technician career paths, skills matrices, and training plans, including OEM certifications and apprentice development.
• Conduct performance reviews, coaching, and corrective action; foster a culture of ownership, safety, and customer focus.
Service Operations
• Oversee scheduling and dispatch for preventive maintenance, repairs, load bank testing, installations, startups, and 24/7 emergency response.
• Grow and manage the planned maintenance agreement base, ensuring visits are completed on schedule and contracts renew.
• Ensure compliance with NFPA 110 and NFPA 70/70E, manufacturer requirements, and customer-specific standards (hospitals, data centers, municipalities).
• Drive technician utilization, billable hours, first-time fix rate, and job-closing discipline; ensure paperwork, service reports, and invoicing are completed promptly and accurately.
• Manage the fleet, tools, and test equipment, including service trucks, load banks, and diagnostic software.
• Oversee parts purchasing and inventory in partnership with OEMs and distributors to minimize downtime and carrying costs.
Financial Management
• Own the service department P&L and support the President in overall company budgeting and forecasting.
• Set labor rates, PM contract pricing, and quoting standards; review job profitability and margin on repairs and projects.
• Track and report KPIs weekly and monthly: revenue, gross margin, labor efficiency, backlog, PM renewal rate, and accounts receivable.
• Identify and eliminate unbilled time, warranty leakage, and inefficiencies in routing and parts handling.
Customer & Business Growth
• Serve as senior point of contact for key accounts and escalations; build long-term relationships with facility managers, contractors, and property owners.
• Partner with sales on quoting, equipment replacement opportunities, and converting repair customers into maintenance agreement customers.
• Maintain and strengthen relationships with OEM and dealer partners (e.g., Generac, Kohler, Cummins, Caterpillar, or others as applicable).
Safety, Systems & Process
• Own the safety program: training, jobsite practices, LOTO, arc flash, incident reporting, and OSHA compliance.
• Implement and optimize field service management software for scheduling, work orders, time tracking, and customer asset history.
• Build written processes and SOPs so the business runs consistently and does not depend on any one individual.
Requirements
Benefits
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