GENERAL MANAGER SERVICE

Responsibilities and Duties:

Key performance objectives in order of priority with ideal time allocation are:

Note: Twenty percent of time is reserved for ancillary responsibilities, unplanned activities and interruptions.

ESSENTIAL JOB FUNCTIONS: The responsibilities listed are fundamental to the position and must be performed successfully to achieve the key performance objectives of the role. Other responsibilities may be assigned.

Interpersonal Responsibilities

• Provides the necessary leadership, training, and supervision to all direct reports; establishes accountabilities and goals used for performance evaluation; conducts performance reviews; recommends wage adjustments, promotions and dismissals, takes approved corrective action as needed
• Establishes performance metrics for the team including the location’s sales representatives; hires required staff, conducts performance evaluations of direct reports, identifies training needs, initiates professional development opportunities, and recommends effective action plans.
• Leads and manages Outside Sales Rep activities. Creates Outside Sales Rep’s yearly sales plan, sets goals and monitors progress against plan. Approves maintenance agreements and expenses. Confirms and reviews Outside Sales Rep commissions
• Collaborates with team members to coordinate manpower, troubleshoot and discuss project challenges and to ensure appropriate staffing coverage. Acts as a resource to provide guidance on matters affecting service delivery, staffing and resolution of escalated customer issues.
• Collaborates with the VP of Construction on corporate initiatives and assists VP of Construction with equipment startups and any equipment warranty matters.

Operational Responsibilities

• Manages profitability, reviews financial reports and ensures materials and labor costs are in line with job costs. Compares operating results to performance targets and ensures that appropriate measures are taken to correct unsatisfactory results.
• Serves as a resource for Inside Sales Rep on estimates, quotes, margins, vendor questions, and time to completion. Assists the Inside Sales Reps with closing high-level deals and coordination of current projects.
• Identifies, evaluates, selects, and maintains relationships with subcontractors and vendors.
• Partners with Safety team to requests necessary approvals, risk assessments and/or safety equipment or special equipment required for jobs. Collaborates regarding work-related injuries and insurance issues.
• Assists the Service Coordinator with scheduling, prioritizing jobs, staffing requirements, troubleshooting day-to-day activities, and with verifying payroll/labor hours.
• Reviews all time and material invoices. Collaborates with accounting on invoice, end of month or expense issues, creation of new general ledger accounts and issuing of credits. Communicates past due invoices to Director of Service for accounts to be sent to collections. Assists and successfully resolves customer invoice matters.

Organizational Responsibilities

• Implements operating controls and monitors key performance indicators of the location; provides the Director of Services status updates on operations’ performance to plan, progress with key initiatives and employee and customer issues.
• Creates an operational plan budget for approval; forecasts staffing needs, resource requirements and capital expenditures.
• Collaborates in the creation of the service business plan. Sets, reviews and monitors the plan. Carries out the plan, regularly reports on the status and execution of the plan and reports any variances and causes.
• Actively looks for and implements continuous improvement activities to increase department efficiencies.
• Collaborates with the Director of Service on cross-selling, identifying and developing new business opportunities and to resolve operational issues.
• Partners with Director of Service on operational issues troubleshooting/ resolving matters and operational initiatives

Performance Factors: The performance factors described here are core abilities that will contribute to the employee successfully carrying out the assigned duties and responsibilities of this job.

• Personal Accountability: Accepts personal responsibility for the consequences of personal actions; avoids placing unnecessary blame on others; maintains personal commitment to objectives regardless of the success or failure of personal decisions; applies personal lessons learned from past failures to moving forward in achieving future successes.
• Self-Management: Independently pursues business objectives in an organized and efficient manner; prioritizes activities as necessary to meet job responsibilities; maintains required level of activity toward achieving goals without direct supervision; minimizes work flow disruptions and time wasters to complete high quality work within a specified time frame.
• Customer Focus: Consistently places a high value on customers and all issues related to customer; objectively listens to, understands and represents customer feedback; anticipates customer needs and develops appropriate solutions; meets all promises and commitments made to customers.
• Leadership: Inspires others with a compelling vision; takes risks for the sake of principles, values or missions; builds trust and demonstrates integrity with noticeable congruence between words and actions (walks their talk); demonstrates optimism and positive expectations of others; delegates appropriate responsibilities and authority; involves people in decisions that affect them; addresses performance issues promptly, fairly and consistently; adapts methods and approaches to the needs and motivations of others; makes decisions to avoid or mitigate the negative consequences for people; demonstrates loyalty to constituents.
• Goal Achievement: Establishes goals that are relevant, realistic and attainable; identifies and implements required plans and milestones to achieve specific business goals; initiates activity toward goals without necessary delay; stays on target to complete goals regardless of obstacles or adverse circumstances.
• Interpersonal Skills: Strives for self-awareness; demonstrates sincere interest in others; treats all people with respect, courtesy and consideration; respects differences in the attitudes and perspectives of others; listens observes and strives to gain understanding of others; communicates effectively; is sensitive to diversity issues; develops and maintains relationships with many different kinds of people regardless of cultural differences.
• Problem Solving Ability: Utilizes logic and systematic processes to analyze and solve problems; defines the causes, effects, impact and scope of problems; identifies the multiple components of problems and their relationships; prioritizes steps to solution; develops criteria for optimum solutions; evaluates the potential impact of possible solutions and selects the best one.

Qualifications and Experience:

• Experience/Qualifications Required:
• Minimum 15 years’ experience in service industry, with 10 years in management role.
• Prior HVAC, piping, plumbing, estimating, and project management experience.
• Prior P/L responsibility.
• Stable work history.
• Job Skills:
• Strong financial background.
• Ability to build customer base.
• Knowledge of general plumbing, HVAC, and piping installations.
• Good computer skills (knowledgeable with Microsoft Excel, Word, and how to operate CD-ROMS for technical literature).
• Detail oriented.
• Strong organizational skills.
• Team oriented and be able to lead and manager others.
• Strong technical skills.
• Education:
• BA/BS in Engineering or Business is preferred..
• Trade School a plus.

• Physical Requirements:

• Eyesight correctable to 20/50.
• Must not be afraid of heights.

• Special Requirements:

• Valid Drivers License