The Generator Services Program Manager serves as a critical operational and strategic bridge between field service technicians, internal resources, and end-user clients. The position is responsible for identifying, quantifying, prioritizing, and developing mitigation plans for critical power service operations, while recognizing opportunities to improve the customer’s business and maximize value. The Program & Operations Manager oversees all generator service scope, ensuring operational success by enforcing Standard Operating Procedures (SOPs), driving strategic service initiatives, managing vendor and field teams, and maintaining continuous critical power reliability.
MINIMUM REQUIREMENTSEducation: High School Diploma or GED required; Bachelor’s degree in Electrical/Mechanical Engineering, Facilities Management, or Business Administration preferred. Certifications (Preferred): PMP/PgMP, EGSA Certification (Journeyman or Master), Certified Facility Manager (CFM), or OSHA 30-Hour.
Experience: 10+ years of successful industry and customer relations management experience, with direct experience in critical power, generator service operations, or facility infrastructure. Technical Knowledge: Deep understanding of diesel/natural gas generator systems, automatic transfer switches (ATS), paralleling switchgear, and uninterruptible power supply (UPS) systems. Software Competency: Comfort using enterprise field service tools, Service Cloud, CMMS platforms, and standard business software.
Travel: 25%
Work Schedule: This position works between the hours of 7 am and 5 pm, Monday through Friday.
KEY RESPONSIBILITIES- Create and lead routine preventive maintenance (PM) schedules, load bank testing, oil sampling, and emergency response operations for prime power generators.
- Assist senior leadership (e.g., SLA Program Managers, Solutions Program Managers, and Operations Directors) with the development and deployment of SOPs, including site safety procedures, incident escalation protocols, work order management, and service transition plans across all client accounts.
- Direct the implementation of operational efficiencies that maximize people, processes, and profitability across the services profit center.
- Lead initial on-site inspections for non-contracted systems and direct large-scale, on-demand call-out or emergency response efforts during power outages, natural disasters, and unexpected equipment failures.
- Manage daily field work, on-call rotation schedules, and technical requirements for assigned technicians and field service teams.
- Collaborate with Operations leadership to ensure field personnel possess the appropriate skill sets to deliver contracted service offerings safely and efficiently.
- Manage relationships and performance for third-party original equipment manufacturers (OEMs like Cummins, Caterpillar, Kohler, Generac) and specialized service subcontractors.
- Recruit, hire and lead and coordinate cross-functional internal resources and trade partners as required during major service events or deployments.
- Work with operations leadership to track and enforce operational key performance indicators (KPIs), such as Response Time, Mean Time to Repair (MTTR), on-time inspection completion, and work order closure rates.
- Ensure strict compliance with all customer-facing and regulatory reporting requirements.
- Manage program budgets, operational spend, billing, work order approvals, and service margin profitability.
- Review and approve service quotes, scope modifications, and major overhaul or capital expenditure (CapEx) replacement recommendations.
- Enforce strict adherence to safety protocols, environmental regulations (EPA/CARB emissions standards), and life-safety codes (NFPA 110/111, NEC, OSHA standards).
- Utilize and support required service technologies, such as Computerized Maintenance Management Systems (CMMS), Salesforce Service Cloud, field execution software, and 3rd-party customer platforms.
- Participate in skill development, training curriculum planning, and technical best-practice coaching alongside Learning & Development teams.
- Promotes a positive Company culture and fosters inclusive and constructive employee relations.
- Demonstrates a commitment to company values.
- Performs other related duties as required and assigned.
The job description and responsibilities described are intended to provide guidelines for job expectations and the employees’ ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
