East UPS Director

Gen Serve, LLC is the nation’s leading independent provider of scheduled and emergency power generator maintenance, repair, and sales. We serve commercial customers across various industries throughout the United States. Headquartered in Plainview, NY—with branch offices in New Jersey, Pennsylvania, Illinois, Florida, California, and Texas—Gen Serve continues to accelerate its growth through organic expansion and strategic acquisitions.

Established in 1990, Gen Serve has the largest team of EGSA-certified technicians in the Northeast and is expanding rapidly into new markets. Our robust service platform provides a one-stop shop for all commercial generator maintenance needs.

The East Coast Operations Director leads all field service, maintenance, project deployment, and customer support operations for Uninterruptible Power Supply (UPS) systems across the eastern United States. This senior leadership role is responsible for the performance, reliability, and growth of a complex multi-state service organization supporting data centers, healthcare facilities, financial institutions, government agencies, and other mission-critical environments. The Director oversees a team of field service engineers, project managers, and technical specialists, ensuring that all UPS installations, preventive maintenance programs, and emergency response activities meet the highest standards of quality, safety, and customer satisfaction.

• Direct all UPS field service activities across the East Coast region, including installations, commissioning, preventive maintenance (PM), corrective maintenance, and emergency response for systems ranging from small-frame single-phase units to large-scale three-phase systems (10 kVA–4+ MVA).
• Establish regional service dispatch protocols, technician routing strategies, and SLA compliance frameworks to meet contracted response time obligations (e.g., 4-hour, 8-hour, next business day).
• Oversee management of battery replacement programs, capacitor aging schedules, firmware upgrades, and load bank testing across the regional install base.
• Ensure technical readiness of all field service engineers through structured training, OEM certification tracking, and competency assessments.
• Coordinate with the NOC (Network Operations Center) and remote monitoring teams to proactively identify at-risk systems and dispatch field resources accordingly.
• Lead, mentor, and develop a regional team of District Service Managers, Field Service Engineers (FSEs), Project Managers, and Service Coordinators.
• Define staffing models and headcount plans to support regional growth, contract expansion, and seasonal demand fluctuations.
• Drive a culture of technical excellence, continuous learning, and customer-first service delivery.
• Manage performance cycles, talent reviews, compensation recommendations, and succession planning for key regional roles.
• Partner with Talent Acquisition to recruit licensed electricians, power electronics technicians, and experienced UPS service engineers.

• Serve as the executive escalation point for major regional accounts, including Tier 1 data centers, hospital systems, utilities, and federal government clients.
• Conduct executive business reviews (EBRs) with key accounts, presenting performance metrics, reliability trends, and roadmap recommendations.
• Collaborate with the Sales and Account Management teams to drive service contract renewals, upsells (extended warranties, monitoring, battery programs), and new logo acquisition.
• Manage customer satisfaction (CSAT/NPS) programs and drive root cause analysis and corrective actions for service failures or SLA misses.

• Oversee the execution of large-scale UPS installation and infrastructure upgrade projects across the East Coast, from pre-sale engineering review through commissioning and customer acceptance.
• Manage project portfolios with combined contract values exceeding $50M annually, ensuring on-time, on-budget delivery.
• Coordinate with internal engineering, logistics, procurement, and subcontractor networks to…