OFFICE MANAGER

JOB SUMMARY:

The Office Manager is responsible for managing daily office operations while supporting generator service and maintenance activities. This role plays a critical part in coordinating field technicians, scheduling preventive maintenance and emergency service calls, and ensuring excellent customer service.

The ideal candidate has experience in a service-based environment (generators, HVAC, electrical, or similar) and thrives in a fast-paced, operationally driven setting.

Supervisory Responsibilities:

The Office Manager is responsible for supervising office and dispatch staff, providing daily directions, and ensuring efficient workflow and high-quality customer service. This role includes overseeing scheduling and workload distribution, monitoring employee performance, supporting training and development, and enforcing company policies. The Office Manager partners with leadership and HR on performance management, including coaching, corrective actions, and performance improvement plans, while maintaining strong communication between office staff and field technicians.

Essential Job Functions:

• Coordinate and manage daily office operations to ensure efficient workflow and service delivery
• Schedule and dispatch technicians for generator installations, maintenance, and repair services
• Serve as the primary point of contact for customer inquiries, service requests, and follow-ups
• Maintain accurate records of work orders, service agreements, and customer information
• Monitor job progress and adjust schedules to meet service timelines and customer expectations
• Support billing and invoicing processes, ensuring accuracy and timely completion
• Supervise office staff and ensure adherence to company policies, procedures, and service standards
• Communicate effectively with field technicians, management, and customers to ensure alignment and issue resolution
• Track and report on operational metrics such as service response times, job completion, and customer satisfaction
• Ensure compliance with company policies and maintain confidentiality of sensitive information

Skills & Abilities:

• Strong organizational and time management skills with the ability to handle multiple priorities in a fast-paced environment
• Excellent verbal and written communication skills, with strong customer service orientation
• Ability to effectively coordinate and dispatch field technicians while managing changing schedules and priorities
• Proficiency in Microsoft Office (Word, Excel, Outlook) and service management/dispatch software
• Strong problem-solving skills and the ability to make sound decisions under pressure, especially during emergency service situations
• Attention to detail with a high level of accuracy in documentation, scheduling, and billing processes
• Ability to lead, motivate, and support a team while maintaining professionalism and accountability
• Knowledge of service industry operations; generator, electrical, or mechanical systems experience preferred
• Ability to handle confidential information with discretion and professionalism
• Strong interpersonal skills with the ability to build relationships with customers, vendors, and employees

Education & Certifications:

• High school diploma or equivalent required
• Associate or bachelor's degree in business administration, management, or a related field preferred
• Relevant experience in lieu of formal education will be considered

Experience:

• Minimum of 3-5 years of experience in office management, administrative support, or operations coordination
• At least 2+ years of experience in a service-based industry such as generators, HVAC, electrical, or mechanical services
• Proven experience with scheduling, dispatching, and coordinating field service operations
• Experience supervising administrative or customer service staff preferred
• Strong background in customer service, including handling inquiries, complaints, and service follow-ups
• Experience with service management or dispatch software preferred

PHYSICAL REQUIREMENTS:

• Ability to sit and work at a desk for extended periods of time
• Frequent use of a computer, telephone, and other standard office equipment
• Ability to communicate clearly verbally and in writing
• Occasional standing, walking, bending, and reaching
• Ability to lift and carry up to 15-25 pounds as needed (e.g., office supplies, files)
• Ability to manage a fast-paced environment with frequent interruptions and high call volume