Manager Generator Services

Major Responsibilities

• Prioritize customer experience and satisfaction, by delivering timely, expert-level technical support by coordinating technician schedules and resource allocation to meet customer demands.
• Manage service workflows to ensure jobs are completed on time, within budget, ensuring adherence to Generac quality standards and warranty guidelines.
• Own the Commissioning process for all equipment Sales. This begins with evaluating the Equipment/Project Management teams’ backlog, anticipating needs and gaps, preparing the customer for us to arrive onsite for Start Up, Scheduling, Start Up, completion and registering the unit for warranty. If a unit fails at start up, own communication with customer on next steps and timeline.
• Review and manage the weekly status of revenue, invoicing, KPI’s & EH&S requirements.
• Directly manage all Field personnel, focusing on coaching, mentoring, and technical skill advancement.
• Formulate professional development plans (TCP) for all technicians and ensure compliance with Generac training requirements.
• Directly manage the Coordination Team, Parts Team and Service Writers to fulfill customer obligations.
• Manage all service department personnel for matters including, but not limited, employment, compensation, EH&S fleet and performance management
• Conduct performance management of all level technicians
• Review and approve Timecards and PTO.
• Work with the Environmental Health & Safety Department to ensure compliance with safety protocols, industry standards, and company policies.
• Serve as the technical liaison for major projects, commissioning, and troubleshooting, and as department liaison between equipment sales, fabrication, parts and the service team.
• Serve as the final escalation point for complex diagnostic, repair, warranty issues and customer issues and complaints, ensuring swift resolution.
• Provide technical expertise and guidance to customers, electrical contractors, and engineers regarding generator solutions.
• Maintain an up-to-date knowledge of generator system technology, including competitive industries
• Lead root cause analysis for recurring technical problems and implement corrective actions.
• Other duties as assigned, up to 25% of the time

Minimum Job Requirements:

Education

• Bachelor’s Degree in a Management or Business discipline or equivalent years of experience.

Certification / License

• Valid Driver License

Work Experience

• 3-5 years overseeing operations experience in one or more of the following areas: retail, education, rental, military, hospitality management, rental, or other commercial service operation.

Knowledge / Skills / Abilities

• Strong technical knowledge of diesel, natural gas, and propane gas generator systems.
• Basic knowledge of electrical theory and troubleshooting
• Ability to read technical manuals, schematics, and wiring diagrams
• Proficiency in Microsoft Office Suit (Word, Excel, PowerPoint, Outlook).
• Strong Leadership and Team management skills.
• Excellent Organizational and problem-solving abilities.
• Effective communication skills (both written and verbal).
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Customer service mindset and ability to handle escalated service issues.

Preferred Job Requirements:

Education

• Bachelor’s Degree in a Management or Business discipline.

Certification / License

• N/A

Work Experience

• 7+ years overseeing operations experience in one or more of the following areas: retail, education, rental, military, hospitality management, rental, or other commercial service operation.
• 5–7 years in generator service, electrical contracting, or industrial power systems.

Knowledge / Skills / Abilities

• In-depth understanding of NFPA codes, NEC, and EPA regulations related to generator Installations.
• Advanced diagnostics skills on complex generator control systems (e.g., paralleling systems, ATS control logic).
• Familiarity with remote monitoring technologies and loT platforms for generators.
• Experience implementing service process improvements and KPIs.
• Budgeting, profit and loss, and resource planning experience.
• Skilled in conflict resolution and performance management.
• Proficiency with service management software (FieldServio).
• Strong business acumen with a focus on customer satisfaction and retention.

Physical Requirements and Working Conditions:

Office Environment (Includes field sales):

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel.

Compensation: Energy Systems is committed to fair and equitable compensation practices. This compensation will ultimately be in line with the location in which the position is filled. Total Target Comp is $104,100-$156,100. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and geographic location. This role is eligible for variable compensation including short term and long-term incentives. This position includes a comprehensive benefit package that includes medical, dental and vision plans; life, long-term disability, flexible spending and health savings accounts, accrued paid time off, paid Holidays and 401(k) retirement benefits.