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