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