General Manager

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. #J-18808-Ljbffr