General Manager

Benefits:

• Health insurance
• Paid time off
• Vision insurance
• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance

The General Manager owns the operations and the financials of Fitness Machine Technicians' greater Philadelphia branch. Three things decide whether the branch succeeds: a well-run field-service operation, a growing base of profitable customers, and a strong team. The goals are easy to measure, keep customers' machines running, grow the branch, and keep the branch profitable.

• Meet the branch's sales and profit budget targets and hold the team to a consistently high standard of customer service.
• Carry full responsibility for the branch P&L, including pricing decisions, oversight of the repair budget, and approval of parts and equipment spending.
• Track and report branch results monthly - P&L, weekly sales, expenditures, and rolling forecasts - and explain variances to the Vice President of Operations.
• Manage the accounts receivable cycle from accurate invoicing and prompt warranty claims through consistent collections, keeping cash flow healthy.
• Improve gross margin by managing labor productivity, billable-hour utilization, and first-time-fix results.

• Oversee daily scheduling, dispatch, and routing so technicians reach residential and commercial customers promptly and complete work efficiently.
• Hold the branch to high repair-quality standards, keep reworks low, and own first-time-fix and turnaround results.
• Confirm every machine is repaired to manufacturer specifications and within warranty terms so customer equipment stays in service.
• Review the measures that define service performance - response time, job completion, revenue per technician, rework - and act on them quickly.

• Assist with local marketing and outreach that win new commercial service agreements and grow the branch's book of business.
• Build dependable, high-margin recurring revenue through preventive-maintenance programs and contract renewals.
• Prospect and close new commercial accounts across the territory: gyms, hotels, universities, corporate fitness centers, and healthcare facilities.
• Keep the sales pipeline current, track every opportunity, and give the Vice President of Operations dependable bookings forecasts.

• Live FMT's core values:
  We're in It Together, Do Right Always, Own the Outcome, No Peacocks, and Excellence Is the Standard.
• Hire, onboard, coach, evaluate, and retain fitness machine technicians and administrative staff.
• Provide direction and revisit team goals and objectives on a regular cadence.
• Cultivate a workplace built on performance, safety, ownership, and strong technical skills.
• Grow the team's technical depth through hands-on training, manufacturer certifications, and cross-training.
• Balance staffing and scheduling to meet demand without letting labor costs drift.

• Lead the branch's customer service response, stepping in to resolve escalated complaints and protect customer satisfaction.
• Negotiate and honor Service Level Agreements with corporate accounts such as gyms, hotels, and universities.
• Grow and retain both commercial and residential customers throughout the territory.
• Act as the senior escalation point for major accounts and personally lead the effort to win back relationships that are at risk.

• Control parts inventory so jobs close quickly, while limiting shrinkage and dead stock.
• Develop strong ties with vendors and manufacturers to secure fair pricing, dependable parts supply, and warranty support.
• Approve purchasing and keep inventory investment aligned with the branch budget.

• Work with the Vice President of Operations to shape plans that lift branch and market performance and support the company's broader goals.
• Revisit branch objectives on a set schedule and adjust the plan as needed to stay on target.

• Ensure field and shop practices meet safety requirements and applicable liability standards.
• Keep the branch current on licensing and certifications required by city and state authorities.
• Manage branch-level HR compliance in line with company policy.
• Keep the service fleet maintained and insured, and hold the facility, tools, and diagnostic equipment to safe operating condition.

• At least five years in operations, service, or branch management, with hands-on P&L or budget responsibility.
• A clear ability to lead and grow a team of supervisors, office staff, and technicians.
• A proven record of meeting sales, margin, and cost goals, including sound accounts receivable management.
• Demonstrated success in sales and business development, including landing new commercial accounts and selling preventive-maintenance and service contracts.
• A solid command of field-service operations: dispatch, routing, parts and inventory control, and warranty handling.
• Working proficiency…