General Manager​/Branch Manager

The General Manager / Branch Manager leads the administrative team in supporting our HVAC Technicians, Plumbing Technicians, and field sales team. This manager works directly with the Service Manager, Supervisors, Technicians, CSR Dispatch, Purchasing, and other managers to ensure customer satisfaction while meeting departmental goals and objectives. The Manager will present themselves as a senior company representative, often communicating directly with customers, vendors, and suppliers to ensure accurate communication of job or project status and requirements.

In addition, the Branch Manager has P&L ownership for their respective branch, including local sales/growth, and overall profitability.

• Has ultimate responsibility and accountability for the success of the branch.
• In larger branches, the General Manager will be responsible for leading and directing the CSR / Dispatcher, Assistant Branch Manager (ABM), Service Manager / Supervisor, and Sales Managers.
• Responsibilities include leading and directing the Customer Service, Dispatch, and ABM functions of the branch; this includes but is not limited to achieving Annual Plans (e.g., hitting targeted vendor spend discount rates, pricing, and other initiatives) and monitoring Dispatching functions daily.
• Maintains communication with vendors, customers, and internal teams to ensure prompt and professional service.
• Grows branch revenue and maximizes branch profitability. Leads local sales teams/business development managers.
• Prioritizes customer needs by delivering high-quality service and engaging with partners, with an emphasis on continuously improving the customer experience.
• Develops and monitors budgets, goals, and objectives to maintain satisfactory P/L.
• Review all work orders for accuracy assigned to Service Managers, Dispatcher, and ABM work queues, as well as payroll/timecard reports.
• Reviews and approves quotes/proposals to customers promptly.
• Communicate daily with Dispatch, reporting on project information, and estimating job completion time, labor hours, and parts or materials used.
• Following company operational processes and managing operational KPIs and metrics.
• Work with the team to update customers, build quotes, help procure hard-to-find parts, and perform other administrative duties needed to properly run the branch.
• Supports the Service Manager in interviewing, screening, and evaluating Technicians.
• Screens, interviews, and evaluates administrative personnel to meet workload demands.
• Provides oversight in scheduling technicians (day, night, and weekends) to meet service demands and customer expectations.
• Responsible for staff performance appraisals, reviews, and setting improvement goals for their direct reports per company requirements.
• Complies with all applicable health & safety regulations, policies, and established work practices; ensures appropriate employee safety training and compliance is completed.
• Supports the Service Manager in managing service teams as needed.

To perform at a proficient level and to be fully qualified for this position, a person would be expected to have:

• High school diploma, GED, or completion of a trade program or technical school.
• College Degree, a plus.

• 3+ years of leadership experience; 2+ years of experience in technical industrial service management knowledge is preferred.
• Ability and willingness to work a non-standard schedule: nights, weekends, and holidays, as necessary.
• Solid working knowledge of Word, Excel, and Outlook, and the ability to learn new systems.
• Demonstrated understanding of business acumen in a service environment (e.g., profitability, customer relations, quality, safety, sales, etc.)
• Ability to use typical business tools, including Microsoft Office, Work Order/Dispatch Software, Enterprise Resource Planning (ERP) software, etc.
• Problem-solving and conflict-management skills.
• Detail-oriented and highly organized with the ability to handle multiple tasks and assignments.
• Ability to generate ideas and create processes to grow the service department.
• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to work well with management, executive leadership, support staff, technicians, and customers/vendors.
• Ability to understand and follow all company policies and procedures, and all applicable State and Federal laws.

Founded in 1945, Gallo Mechanical is a premier mechanical…