What are the responsibilities and job description for the Branch Manager position at GenServe?
Description
About GenServe
GenServe is one of the nation’s largest independent providers of commercial and industrial generator maintenance, repair, and emergency services. With the largest team of EGSA-certified technicians in the Northeast and a rapidly expanding footprint across North America, GenServe delivers unmatched expertise, reliability, and customer service.
Our branches operate as high-performance service hubs supporting customers across critical infrastructure, healthcare, data centers, manufacturing, and commercial facilities.
Position Summary
The Branch Manager oversees all branch operations, personnel, customer relationships, financial performance, and service delivery activities. This leader ensures the branch meets operational goals, drives technician productivity, strengthens customer satisfaction, and maintains safety and compliance standards.
This role requires a strong balance of leadership ability, operational execution, technical understanding, and financial management.
Key Responsibilities
About GenServe
GenServe is one of the nation’s largest independent providers of commercial and industrial generator maintenance, repair, and emergency services. With the largest team of EGSA-certified technicians in the Northeast and a rapidly expanding footprint across North America, GenServe delivers unmatched expertise, reliability, and customer service.
Our branches operate as high-performance service hubs supporting customers across critical infrastructure, healthcare, data centers, manufacturing, and commercial facilities.
Position Summary
The Branch Manager oversees all branch operations, personnel, customer relationships, financial performance, and service delivery activities. This leader ensures the branch meets operational goals, drives technician productivity, strengthens customer satisfaction, and maintains safety and compliance standards.
This role requires a strong balance of leadership ability, operational execution, technical understanding, and financial management.
Key Responsibilities
- Lead, coach, and develop a team of technicians, dispatchers, service writers, and administrative staff.
- Oversee staffing levels, recruitment needs, onboarding, and ongoing employee performance.
- Foster a culture of safety, accountability, teamwork, and continuous improvement.
- Conduct regular team meetings, check-ins, and performance reviews.
- Oversee daily service operations, ensuring efficient scheduling, dispatching, and completion of work.
- Monitor technician productivity, job progress, and service quality.
- Ensure accurate and timely submission of job documentation, timesheets, and service records.
- Support service writers in producing accurate estimates and coordinating follow-up.
- Maintain branch equipment, fleet, facility, and operational readiness.
- Strengthen customer relationships through clear communication, responsiveness, and quality service.
- Conduct site visits when needed to scope for jobs, resolve issues, or support the sales process.
- Ensure timely resolution of customer complaints or escalations.
- Partner with Sales on maintenance contract pricing and customer proposals.
- Manage branch budget, costs, revenue targets, and gross margin expectations.
- Manage the branch to financial & operational performance KPIs such as PM attainment, QR/PM ratio, Recurring Services Revenue as % of Budget, revenue per technician, EBITDA as a % of budget, and billing timeliness.
- Manage the branch to EH&S metrics such as TRIR, TVIR, and DART.
- Drive continuous improvement to meet or exceed monthly financial goals.
- Oversee billing accuracy and coordinate with A/R on past due accounts.
- Enforce company safety standards, field compliance requirements, and quality procedures.
- Ensure no safety incidents and minimize quality issues or customer rework.
- Promote adherence to regulatory guidelines and company operating procedures.
- Work closely with Sales, A/R, Operations, and Technical Support to ensure seamless branch performance.
- Partner with Technical Support to identify training needs and skill development plans for technicians.
- Support corporate initiatives related to process improvement, reporting, or operational systems.
- Oversee the full lifecycle of quoted repairs, ensuring accuracy, profitability, and alignment with customer expectations.
- Communicate repair recommendations, pricing, and approvals directly with customers and internal teams.
- Coordinate scheduling and resources to ensure the timely completion of all approved quoted repairs.
- Perform all other duties and responsibilities as assigned.
- 5 years of experience in field service operations required; prefer experience in power generation, electrical, industrial equipment, or related technical service environments.
- 2 years of leadership or supervisory experience.
- Strong operational management skills and understanding of service workflows.
- Ability to lead teams, drive accountability, and build customer trust.
- Excellent communication, problem-solving, and decision-making skills.
- Financial acumen, ability to understand budgets, cost control, and revenue drivers.
- Valid driver’s license and clean driving record.
- Experience with generator systems or similar mechanical/electrical equipment.
- EGSA certification or familiarity with generator applications.
- Experience using field service management software, scheduling platforms, and reporting tools.
- Technical or engineering related education or certifications.
- Competitive salary based on experience
- Annual performance bonus opportunity
- Comprehensive benefits package
- Career growth within a rapidly expanding organization