Branch Manager

GenServe•La Habra, CA

About The Position

The Branch Manager oversees all branch operations, personnel, customer relationships, financial performance, and service delivery. The role ensures the branch meets operational goals, drives technician productivity, strengthens customer satisfaction, and maintains safety and compliance standards. It requires leadership, operational execution, technical understanding, and financial management. The Branch Manager leads and develops branch employees; manages daily service operations, staffing, scheduling, and service quality; maintains customer relationships; and oversees the branch budget, costs, revenue targets, and performance metrics. The role also enforces safety and quality standards, coordinates with Sales, A/R, Operations, and Technical Support, and oversees quoted repairs from estimate through completion.

Requirements

At least 5 years of experience in field service operations, power generation, electrical, industrial equipment, or related technical service environments.
At least 2 years of leadership or supervisory experience.
Strong operational management skills and understanding of service workflows.
Ability to lead teams, drive accountability, and build customer trust.
Excellent communication, problem-solving, and decision-making skills.
Financial acumen, including the ability to understand budgets, cost control, and revenue drivers.
Valid driver’s license and clean driving record.

Nice To Haves

Experience with generator systems or similar mechanical/electrical equipment.
EGSA certification or familiarity with generator applications.
Experience using field service management software, scheduling platforms, and reporting tools.
Technical or engineering-related education or certifications.

Responsibilities

Lead, coach, and develop technicians, dispatchers, service writers, and administrative staff.
Oversee staffing levels, recruitment needs, onboarding, employee performance, team meetings, check-ins, and performance reviews.
Foster a culture of safety, accountability, teamwork, and continuous improvement.
Oversee daily service operations, including scheduling, dispatching, and work completion.
Monitor technician productivity, job progress, and service quality.
Ensure timely and accurate submission of job documentation, timesheets, and service records.
Support service writers with accurate estimates and follow-up coordination.
Maintain branch equipment, fleet, facility, and operational readiness.
Strengthen customer relationships through clear communication, responsiveness, and quality service.
Conduct site visits as needed to scope jobs, resolve issues, or support sales.
Resolve customer complaints and escalations in a timely manner.
Partner with Sales on maintenance contract pricing and customer proposals.
Manage the branch budget, costs, revenue targets, and gross margin expectations.
Track performance KPIs, including utilization, preventive maintenance attainment, revenue per technician, and billing timeliness.
Drive continuous improvement to meet or exceed monthly financial goals.
Oversee billing accuracy and coordinate with A/R on past-due accounts.
Enforce company safety standards, field compliance requirements, quality procedures, regulatory guidelines, and operating procedures.
Work to prevent safety incidents and minimize quality issues and customer rework.
Coordinate with Sales, A/R, Operations, and Technical Support to support seamless branch performance.
Partner with Technical Support to identify technician training needs and skill development plans.
Support corporate process improvement, reporting, and operational systems initiatives.
Oversee the lifecycle of quoted repairs to ensure accuracy, profitability, and alignment with customer expectations.
Communicate repair recommendations, pricing, and approvals to customers and internal teams.
Coordinate scheduling and resources to complete approved quoted repairs on time.
Perform other duties and responsibilities as assigned.