General Manager

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.

• 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.

• 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.