General Manager

Job Description

Job Description

Benefits:

• Health insurance
• Paid time off
• Vision insurance
• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance

Position Summary

The General Manager owns the operations and the financials of Fitness Machine Technicians' greater Philadelphia branch. Three things decide whether the branch succeeds: a well-run field-service operation, a growing base of profitable customers, and a strong team. The goals are easy to measure, keep customers' machines running, grow the branch, and keep the branch profitable.

You will lead a team of five to fifteen people spanning fitness machine technicians, dispatch and scheduling, parts and inventory, and administration. This is a hands-on job, not a desk job. You own the branch's sales and profit budget and drive toward it, run day-to-day field service, bring in new commercial business, and build a team known for skill, safety, and accountability.

Core Responsibilities

Financial Performance & P&L Ownership

• Meet the branch's sales and profit budget targets and hold the team to a consistently high standard of customer service.
• Carry full responsibility for the branch P&L, including pricing decisions, oversight of the repair budget, and approval of parts and equipment spending.
• Track and report branch results monthly — P&L, weekly sales, expenditures, and rolling forecasts — and explain variances to the Vice President of Operations.
• Manage the accounts receivable cycle from accurate invoicing and prompt warranty claims through consistent collections, keeping cash flow healthy.
• Improve gross margin by managing labor productivity, billable-hour utilization, and first-time-fix results.

Service Operations Management

• Oversee daily scheduling, dispatch, and routing so technicians reach residential and commercial customers promptly and complete work efficiently.
• Hold the branch to high repair-quality standards, keep reworks low, and own first-time-fix and turnaround results.
• Confirm every machine is repaired to manufacturer specifications and within warranty terms so customer equipment stays in service.
• Review the measures that define service performance — response time, job completion, revenue per technician, rework — and act on them quickly.

Business Development & Growth

• Assist with local marketing and outreach that win new commercial service agreements and grow the branch's book of business.
• Build dependable, high-margin recurring revenue through preventive-maintenance programs and contract renewals.
• Prospect and close new commercial accounts across the territory: gyms, hotels, universities, corporate fitness centers, and healthcare facilities.
• Keep the sales pipeline current, track every opportunity, and give the Vice President of Operations dependable bookings forecasts.

Team Leadership & Development

• Live FMT's core values: We're in It Together, Do Right Always, Own the Outcome, No Peacocks, and Excellence Is the Standard.
• Hire, onboard, coach, evaluate, and retain fitness machine technicians and administrative staff.
• Provide direction and revisit team goals and objectives on a regular cadence.
• Cultivate a workplace built on performance, safety, ownership, and strong technical skills.
• Grow the team's technical depth through hands-on training, manufacturer certifications, and cross-training.
• Balance staffing and scheduling to meet demand without letting labor costs drift.

Customer Relationship Management

• Lead the branch's customer service response, stepping in to resolve escalated complaints and protect customer satisfaction.
• Negotiate and honor Service Level Agreements with corporate accounts such as gyms, hotels, and universities.
• Grow and retain both commercial and residential customers throughout the territory.
• Act as the senior escalation point for major accounts and personally lead the effort to win back relationships that are at risk.

Inventory & Vendor Relations

• Control parts inventory so jobs close quickly, while limiting shrinkage and dead stock.
• Develop strong ties with vendors and manufacturers to secure fair pricing, dependable parts supply, and warranty support.
• Approve purchasing and keep inventory investment aligned with the branch budget.

Strategic Planning

• Work with the Vice President of Operations to shape plans that lift branch and market performance and support the company's broader goals.
• Revisit branch objectives on a set schedule and adjust the plan as needed to stay on target.

Compliance & Safety

• Ensure field and shop practices meet safety requirements and applicable liability standards.
• Keep the branch current on licensing and certifications required by city and state authorities.
• Manage branch-level HR compliance in line with company policy.
• Keep the service fleet maintained and insured, and hold the facility, tools, and diagnostic equipment to safe operating condition.

Required Qualifications

• At least five years in operations, service, or branch management, with hands-on P&L or budget responsibility.
• A clear ability to lead and grow a team of supervisors, office staff, and technicians.
• A proven record of meeting sales, margin, and cost goals, including sound accounts receivable management.
• Demonstrated success in sales and business development, including landing new commercial accounts and selling preventive-maintenance and service contracts.
• A solid command of field-service operations: dispatch, routing, parts and inventory control, and warranty handling.
• Working proficiency with service-management platforms, CRM systems, and everyday business and reporting software.
• Strong communication, problem-solving, and relationship-building skills.
• A valid driver's license and a clean driving record.

Preferred Qualifications

• A history of expanding a branch or territory through new accounts and contract sales.
• Enough mechanical or electronics knowledge to evaluate technician work with credibility.
• Manufacturer service certifications, or the ability to earn them quickly.
• A bachelor's degree in business, operations, or a related field, or equivalent professional experience.