Branch Manager

GenServe•Pine Brook, NJ

20d

About The Position

The Branch Manager is the key operations leader responsible for the safety, operational, and financial performance of an assigned branch. The role oversees local operations, branch personnel, customer relationships, and service delivery, leading technicians, field service managers, dispatchers, service writers, and administrative staff to achieve performance targets while supporting company culture and values. Reporting to the Regional Director, the Branch Manager executes strategic initiatives and business improvement efforts, partners with HR and Technical Support on technician talent and career development, and supports local integration activities. The role leads safety compliance and performance, owns branch financial results, and oversees daily service operations, productivity, equipment, fleet, and facility readiness. It maintains customer relationships and oversees quoted repairs, while leading, coaching, hiring, and developing branch associates. The Branch Manager also drives process improvement, company-wide standardization, strategic initiatives, and integration of newly acquired teams or locations. Success is measured through financial, operational, customer, workforce, and health and safety results.

Requirements

At least 3 years of experience in field service operations.
At least 2 years of leadership or supervisory experience.
Demonstrated success driving results in safety, financial performance, and operational efficiency.
Strong operational management skills and understanding of service workflows, including scheduling, dispatching, and quoting.
Track record of developing and refining business processes and measuring results against KPIs.
Financial acumen, including understanding of budgets, cost control, and revenue drivers.
Experience using field service management software, scheduling platforms, and reporting tools.
Proficiency in Excel and business intelligence tools such as Power BI, including comparing information from multiple data sources.
Strong leadership, coaching, and team-building skills.
Effective oral and written communication skills.
Strong problem-solving and decision-making skills.
Valid driver's license and clean driving record.
Ability to travel as required.
Ability to meet the role's physical demands: minimum vision needed to prevent injury to oneself and others; ability to perceive sounds with or without correction; ability to express or exchange ideas by spoken word; lifting small objects constantly, 20-pound objects frequently, and 20–50-pound objects occasionally.

Nice To Haves

Experience in power generation, electrical, industrial equipment, or related technical service environments.
Budget or P&L accountability experience.
Experience with generator systems or similar mechanical/electrical equipment.
EGSA certification or familiarity with generator applications.

Responsibilities

Drive timely closure of action items identified in branch safety audits; lead safety incident investigations and corrective action plans, partnering with the EH&S team as needed.
Ensure full DOT compliance, including driver qualification files, hours-of-service records, and vehicle inspection requirements.
Reinforce safe driving behaviors, monitor fleet and telematics data, and address at-risk driving trends.
Champion a proactive safety culture, enforce company safety standards and field compliance requirements, and ensure completion of required safety training.
Improve leading and lagging safety indicators, including near-miss reporting, training completion, TRIR, TVIR, and DART.
Own branch financial performance and meet or exceed budgeted goals for recurring service revenue, gross profit margin, OPEX, and EBITDA.
Review forecasts and monthly financial results with the Regional Director, identify budget variances, and drive corrective action plans.
Analyze financial trends, identify risks and growth opportunities, manage costs, and continuously improve performance against monthly financial goals.
Oversee daily service operations, including scheduling, dispatching, and work completion, and improve technician productivity, quoting activity and win rates, and direct labor utilization.
Monitor and improve preventive maintenance attainment.
Track technician job progress and service quality; ensure timely job documentation and minimize quality issues and customer rework.
Review Power BI dashboards, branch scorecards, and other performance data, identify negative trends, and take corrective action.
Maintain branch equipment, fleet, facilities, and operational readiness.
Partner with the Regional Director and Director of Business Operations to align, standardize, and optimize branch roles and responsibilities and implement company best practices.
Use standardized KPIs, scorecards, and Power BI dashboards developed by Business Operations to track and report branch performance consistently.
Strengthen customer relationships through clear communication, responsiveness, and quality service.
Conduct customer site visits as needed to scope jobs, resolve issues, or support sales.
Ensure timely resolution of customer complaints and escalations.
Partner with Sales on maintenance contract pricing and customer proposals.
Oversee the full lifecycle of quoted repairs to ensure accuracy, profitability, and alignment with customer expectations.
Support service writers in producing accurate estimates and coordinating follow-up.
Communicate repair recommendations, pricing, and approvals to customers and internal teams.
Coordinate scheduling and resources for timely completion of approved quoted repairs.
Lead, coach, and develop technicians, field service managers, dispatchers, service writers, and administrative staff, supporting career advancement.
Partner with HR on staffing levels and improvements to technician recruitment, onboarding, training, and retention.
Partner with Technical Support to identify technician training needs and skill development plans.
Lead hiring, development, and performance management, including regular check-ins and performance reviews.
Foster accountability, teamwork, and continuous improvement to support employee retention and growth.
Execute strategic initiatives and business improvement programs in partnership with the Regional Director.
Lead change within the branch through clear communication, team buy-in, and sustained adoption of programs, tools, and processes.
Identify and lead continuous improvement efforts that enhance branch operational and financial performance.
Support company-wide standardization by providing field input and driving adoption of new roles, processes, tools, templates, and operational systems.
Support localized integration activities as directed by the Regional Director, including alignment or combination of newly acquired teams or locations with the branch.
Share branch best practices, processes, and systems knowledge to align acquired teams with company standards, and build relationships to support smooth transitions.
Coach associates, provide performance feedback, and conduct regular team meetings to communicate priorities, results, and safety expectations.
Work with the Regional Director, Sales, A/R, Operations, and Technical Support to support seamless branch performance.
Collaborate and share best practices with other branch managers across the region.
Travel within the assigned branch geography as needed to support customers, regional meetings, strategic initiatives, and integration activities.
Abide by company policies, rules, regulations, and applicable safety requirements.
Work extended hours, evenings, weekends, or provide after-hours/on-call response as business needs require.