POSITION PURPOSE:The General Manager (GM) is responsible for overseeing all aspects of operations within the district, with a focus on safety, service excellence, financial performance, and team development. The GM leads cross-functional teams across service, warehouse, parts, revenue, and administrative functions to ensure operational efficiency and consistent execution of company standards. Key priorities include achieving revenue and profit targets, optimizing labor and inventory management, building strong customer relationships, and fostering a high-performing, safety-first culture. The General Manager reports directly to the Regional Vice President and works closely with corporate and regional leaders to ensure alignment with strategic objectives and company initiatives.
PRINCIPAL RESPONSIBILITIES AND DUTIES:- Creates, leads, and champions a Safety-First culture across the branch and with all customers.
- Serves as a mentor and primary resource for department leads and branch staff; builds a high-performing team through coaching, performance management, and professional development.
- Oversees all branch operations, identifies areas for improvement, and drives corrective actions to eliminate deficiencies and achieve operational excellence. Oversees parts and warehouse operations to ensure inventory levels, stocking strategies, and supply chain practices meet company requirements and support technician efficiency in the field.
- Monitors and drives key technician performance metrics, including first-time fix rate, technician utilization, and productivity; identifies trends and implements corrective actions to continuously improve field service outcomes.
- Owns the overall branch Profit & Loss; monitors equipment and material usage, evaluates costs against projected budgets, and identifies opportunities to improve margins and reduce waste.
- Maintains accurate inventory controls, conducts regular audits, and partners with Procurement and Supply Chain to prevent stockouts and minimize excess inventory costs; oversees fleet management to ensure vehicle availability, proper maintenance, utilization, and cost control.
- Collaborates with the Installation leadership team to ensure effective cross-functional coordination and proper handoffs between teams while promoting a servant-leader culture.
- Partners with the Sales organization to align branch capacity, service delivery, and customer commitments; provides operational support for sales pursuits and contract renewals.
- Builds and maintains strong customer relationships, serves as the primary escalation point for issue resolution, and proactively identifies opportunities to expand existing LOBs, develop new business, and grow market share.
- Manages strategic partner and vendor relationships within the service area, including subcontractors and suppliers, to ensure quality, cost compliance, service continuity, and strong business partnerships.
- Confers with the Regional Vice President to track the progress and completion of branch projects and provides regular reporting on branch KPIs, operational performance, and financial results.
- Performs all other duties as assigned.
minimum qualifications- Demonstrated commitment to workplace safety, with the ability to promote a strong safety culture and hold team members accountable to company safety standards.
- Experience with performance management, including setting expectations, providing coaching and feedback, conducting annual performance reviews, and addressing performance issues effectively.
- Strong operational and analytical skills, with the ability to manage KPIs such as first-time fix rate, technician utilization, productivity, and P&L performance.
- Experience overseeing parts, inventory, warehouse, or fleet operations; working knowledge of inventory management practices, controls, and fleet management.
- Demonstrated ability to build and manage customer relationships, resolve escalations, and develop lasting partnerships with vendors and subcontractors.
- Ability to work well under pressure while remaining calm, professional, and effective in high-stress situations.
- Ability to manage projects and drive efficiencies across multiple departments simultaneously.
- Ability to work effectively with stakeholders at all levels of the organization while maintaining quality and accountability; demonstrated ability to compile, code, categorize, calculate, tabulate, audit, and verify information and data.
- Ability to read and interpret blueprints and other drawings as necessary.
- Proficiency in Microsoft Office Suite, scheduling software, and field service management platforms.
PREVIOUS EXPERIENCE/EDUCATION:- High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Operations Management, or a related field preferred.
- Five or more years of supervisory experience; multi-department or branch management experience in a field service, facilities, or service operations environment strongly preferred.
- Proven track record managing field technician teams with accountability for service KPIs, including first-time fix rate, utilization, and productivity.
- Experience managing parts, inventory, warehouse, or fleet operations preferred.
PHYSICAL REQUIREMENTS- In-Office working environment
- Potential for domestic travel up to 20% of time
- Frequent use of hands to manipulate the keyboard, telephone, files and other equipment
- Ability to lift up to 10 pounds
