General Manager

About the Role: Legacy Service Partners (LSP) is hiring a General Manager to lead one of our flagship brands Illiana Heating and Air Conditioning in Cedar Lake, IN. In this role, you’ll oversee daily operations, drive growth, develop high-performing teams, and deliver exceptional service to customers. This is an opportunity to make a real impact while building the next chapter of a trusted local business. 

Why You’ll Want to Work Here:

• Core values that we live every day – not just words on a page: We Win Together, Today Not Tomorrow, Performance Not Politics
• Performance pay directly tied to results – You deliver for us, we deliver for you
• Benefits you will use – Full medical, dental, and vision packages including fully employer paid options
• Secure your financial future – 401(k) with company match
• We invest in your future – ongoing training that directly results into bigger career opportunities combined with continuous education stipends
• Speed and scale – Work with a company that operates at the speed of a start up with the investment backing of an institutional investor

Key Responsibilities:

• Develop and implement operational execution plans to drive business growth, expand market share, and achieve financial objectives. 

• Ownership of the local P&L and managing overall financial performance of the brand. 

• Oversee and drive operational efficiency for all operational functions, including sales, service delivery, dispatch and call center, installation, marketing, and warehousing. 

• Properly manage labor capacity and margins through effective scheduling, overtime trends, and assigning the right technicians to the right calls. 

• Work closely with platform level resources to improve marketing efficiency, labor capacity, warehousing, fleet, and vendor management. 

• Foster a culture of continuous improvement by leading and developing high performance teams and improving effectiveness throughout the organization. 

• Identify talent needs, participate in the recruitment and selection process, and support the professional development of employees. 

• Champion a customer-centric approach throughout the organization, ensuring exceptional service delivery and customer satisfaction. 

• Ensure compliance with all relevant regulations, industry standards, and safety protocols. 

Qualifications:

• 5 years of proven experience in an operational leadership role, preferably within the home service industry or a related field. 
• Knowledge of the home service industry and related regulatory requirements. 
• Proven ability to manage a robust P&L, lead operational teams, and identify areas of improvement both financially and operationally. 
• Exceptional leadership and team-building skills, with the ability to motivate and inspire others. 
• Strong financial management skills, including budgeting and financial analysis. 
• Demonstrated ability to make sound decisions under pressure and navigate complex situations. 
• Proficiency in using technology and software systems to drive operational efficiencies. 

5 Big Things – What Success Looks Like 

1. Daily Operational Excellence: Your location runs with discipline. Daily huddles happen. Jobs start on time. Productivity is high and callbacks are low. Operating rhythms are consistent and well executed. 
2. Consistent Financial Results: Your location hits budget on revenue, margin, and controllables. KPIs are reviewed daily and weekly. Issues are identified early and corrected. 
3. Strong Leaders and Technicians: Leaders and technicians are onboarded well and held accountable. Expectations are clear. Coaching and development happen consistently. 
4. Reliable Customer Experience: Customers receive consistent, high-quality service. Issues are addressed quickly. 
5. Owner Mentality Leadership: You act with urgency and integrity. You solve problems at the local level. You make decisions in the best interest of the business and the customer. 

Preferred Qualifications:

• Prior experience in HVAC, plumbing, and electrical residential services strongly preferred. 
• Knowledge of ServiceTitan is a plus 

Interpersonal Qualifications:

• Customer service focus and mindset, putting our employees and Partners first, with excellent ability to communicate and develop relationships.
• Exceptional problem-solving and conflict resolution abilities to improve things both big and small.
• Highly organized, ability to act quickly while still having attention to detail. 
• Hold yourself to a higher standard and exhibit a high level of integrity.

About Us:
Illiana Heating & Air is a leading HVAC service provider, offering high-quality heating, air conditioning and indoor air quality solutions in Cedar Lake & surrounding areas.  Since 1987, we’ve been helping folks throughout the Lansing and Northwest Indiana area enjoy total indoor air comfort in their homes and businesses. Nationally recognized as both the Residential Contractor of the Year and the Best Contractor to Work For, Illiana cares about its employees as much as its external clients. 

Illiana Heating and Air Conditioning is an equal opportunity employer. We consider all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state or federal law.