What are the responsibilities and job description for the Field Service Manager position at GenServe?
About GenServe GenServe, LLC is one of the nation's largest independent providers of scheduled and emergency power generator maintenance, repair, and sales in the United States, serving primarily commercial customers in various industries. The company’s plan is to accelerate its already rapid growth through further acquisitions and intensive focus and investment in sales. The Company’s complete and extensive service platform positions it as a one-stop shop for all generator maintenance. Established in 1990, the Company has the largest team of Electrical Generating Systems Association (EGSA) certified technicians in the Northeast and an expanding footprint in other regions. GenServe is headquartered in Plainview, NY, with branch offices in New Jersey, Pennsylvania, Florida, and Texas, and is accelerating its growth into new territories across North America. In August 2024, the Company was acquired by private equity firm Aurora Capital Partners. For more information about GenServe LLC, please visit: https://www.genserveinc.com/.
Responsibilities
•Quality & Safety: Uphold service quality standards and compliance with safety regulations in collaboration with our safety team.
•Team Leadership: Recruit, manage, and mentor technicians, ensuring effective training and performance.
•Customer Relations: Build strong client relationships with exceptional service, communication, and documentation
•Facility & Equipment: Oversee the safe operation, maintenance, and security of vehicles, equipment, and site.
•Technical Support: Provide troubleshooting assistance on-site and remotely. Work with Technical Support on classes needed for your staff based on the support given, paperwork and quote requests.
•Reporting: Track and analyze service performance metrics, addressing underperformance. Review and complete the daily tracking sheet for our revenue goals.
Estimations: Support for our service writers, review quote requests to ensure we produce accurate and quality estimates for our clients. Use the data to coach your technicians on best practices.
•Budget Management: Support budgeting and cost controls to achieve financial and KPI targets.
Key Metrics
•Recruitment & Retention: Achieve zero open roles and minimize undesired technician turnover.
•Safety & Quality: Zero safety incidents, eliminate quality escapes, and resolve customer or employee complaints promptly.
• Safety & Compliance: Strong commitment to safety and regulatory compliance.
•Utilization & Productivity: 95% or higher technician utilization and PM attainment, ensuring strong customer retention. Minimize time to bill to less than 7 days.
• Performance & Development: Drive quarterly improvements in average technician revenue production and skill levels
• Financial Goals: Deliver revenue and gross margin at or above budget consistently each month.
• Operational Excellence: Ensure accurate, timely submission and management of payroll and job hours daily.
• Leadership: Strong leadership abilities, with a focus on team development, motivation, and performance management.
• Technical Knowledge: In-depth understanding of generator systems and troubleshooting techniques.
• Problem-Solving: Ability to diagnose issues and develop effective solutions quickly.
• Communication Skills: Excellent written and verbal communication skills, particularly in customer-facing situations.
• Customer-Centric: Focus on delivering exceptional service and maintaining long- term client relationships.
• Financial Acumen: Experience managing budgets, controlling costs, and optimizing financial performance.
Key Competencies
• Leadership: Strong leadership abilities, with a focus on team development, motivation, and performance management.
• Technical Knowledge: In-depth understanding of generator systems and troubleshooting techniques.
• Problem-Solving: Ability to diagnose issues and develop effective solutions quickly.
• Communication Skills: Excellent written and verbal communication skills, particularly in customer-facing situations.
• Customer-Centric: Focus on delivering exceptional service and maintaining long- term client relationships.
• Safety & Compliance: Strong commitment to safety and regulatory compliance.
• Financial Acumen: Experience managing budgets, controlling costs, and optimizing financial performance.
Qualifications
• Experience: At least 5 years of field service experience, including 2 years in a leadership role.
• Technical Knowledge: Proficient in the maintenance and repair of generator systems or similar equipment.
• Education: A degree or certification in a relevant technical field (e.g., engineering, electrical systems) is preferred, but not mandatory.
• Skills: Proficient in scheduling software, service management platforms, and standard office tools (Excel, Word, etc.).
• Certifications: Relevant certifications in safety, technical fields, or field service management are a plus.
• Other: Must have a valid driver’s license and a clean driving record.
Compensation
• Salary: Competitive, based on experience.
• Annual Bonus: 20% based on meeting Gross Margin $ and % targets