General Manager (Service & Sales)

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

  • 7+ years in generator, power generation, or closely related heavy equipment service, with at least 3–5 years managing service operations.
  • Strong working knowledge of commercial and home services
  • Proven P&L responsibility or direct accountability for service revenue, margin, and labor efficiency.
  • Track record of hiring, developing, and retaining field technicians.
  • Experience managing maintenance contract programs and 24/7 emergency service.
  • Proficiency with field service software, Microsoft Office, and KPI reporting.
  • Valid driver's license and clean driving record.

  Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Bonus Potential