Job Summary
We are looking for a results-oriented General Manager – Services to lead and grow the service operations division in a customer-focused, technical services business. This role carries full P&L responsibility, overseeing service delivery, team performance, customer satisfaction, safety, and strategic expansion. The GM – Services will manage field technicians, supervisors, customer service, billing, and support staff to deliver high-quality maintenance, repairs, and service solutions while driving revenue growth and operational excellence.
Key Responsibilities
- Own full P&L for the services business, including revenue targets, margin goals, cost control, and profitability.
- Lead, mentor, and develop the service team (technicians, supervisors, CSRs, billing, warehouse) to build a high-performance, safety-first culture.
- Oversee daily operations: scheduling, dispatch, labor planning, service calls, preventive maintenance agreements, repairs, and special projects.
- Ensure consistent, high-quality execution of service work, accurate billing, timely resolution of customer issues, and warranty/escalation handling.
- Monitor key metrics (labor utilization, material costs, backlog, PM compliance, DSO, profitability) and implement improvements.
- Drive service revenue growth by identifying upsell opportunities, partnering with sales, and expanding maintenance contracts.
- Serve as the senior point of contact for key accounts; conduct site visits, client meetings, and quarterly reviews to strengthen relationships.
- Promote and enforce a proactive safety culture, regulatory compliance, and proper documentation/procedures.
- Implement digital tools and process improvements to enhance efficiency, quality, and reporting.
- Collaborate with finance, sales, and other departments to align service operations with overall business goals.
Required Qualifications
- Minimum 7 years of experience in commercial/technical service operations (e.g., mechanical, HVAC, field services, or similar).
- 3–5+ years of leadership experience managing service teams with full P&L accountability.
- Proven track record of driving revenue growth, margin improvement, and customer satisfaction in a service-based business.
- Strong proficiency in Microsoft Office and service management software; experience with digital dispatch/tools a plus.
- Valid driver’s license and willingness to travel within the service region.
- Full-time on-site presence required for hands-on leadership, field visibility, and real-time decision-making.
- Excellent organizational, communication, and problem-solving skills with a customer-focused mindset.
