General Manager

FlyLock Security Solutions - Daly City•Burlingame, CA

9d•$80,000 - $120,000•Onsite

About The Position

The General Manager (GM) ensures maximum productivity, drives sales, controls expenses, and shrinkage, and remains compliant with company procedures in accordance with Flylock expectations. A GM exceeds customer’s expectations by delivering WOW! Customer service to all FlyLock accounts by living the pledge every day. The role involves overseeing the professional growth and development of individuals, recruiting, hiring, and training Service Technicians, and motivating them to provide excellent customer service. The GM is responsible for enhancing productivity, promoting products to increase sales and profits, assisting commercial accounts with merchandise selection, and maintaining billing records. This position requires visiting commercial accounts to ensure service delivery, developing new accounts through direct contact, and ensuring adherence to company policies and loss prevention procedures. Safety in the workplace, including the use of PPE, is paramount, as is compliance with safe driving rules and proper vehicle maintenance. The GM provides performance feedback to the owner, resolves customer concerns, processes returns, and manages accounts receivable. Communication of technician issues to the owner is also a key responsibility, along with ensuring adherence to dress code standards. The GM directs and oversees Service Technicians, assures quality customer service, and may perform locksmithing and security solutions work when necessary. Marketing programs to grow referral relationships, support in bidding job opportunities, and overseeing accounting functions, including invoice approval, job contracts, budgets, and billings, are also part of the role. The GM ensures all customer and partner information is entered into the company software, manages the operating budget, and oversees the company vehicle maintenance program. Other related duties may be required.

Requirements

Minimum of 2 years experience in the locksmith, security solutions, or other skilled trades or comparable experience or training.
Effective leadership and communication skills
Strong decision-making ability.
It is essential for the GM to foster and maintain a positive environment that develops and engages their team and generates sales.
Detail-oriented and organized.
Good relationship-building skills with a diverse population including all customers’ partners, technicians, and all other company employees.
Good written and verbal communication skills.
Ability to manage multiple functions at the same time and maintain good organizational skills.
Able to work with minimal supervision, both individually and as part of a team.
Ability to work all the hours (of operation) that we are open for business.
Ability to meet physical job aspects as listed on Essential Job Functions with or without reasonable accommodation.
Excellent project management skills.
Ability to effectively manage third-party vendors.
Basic computer proficiency including Microsoft Word, Excel, and Outlook.
Working knowledge of CRM systems such as SalesForce.
Ability to drive in compliance with company vehicle policy.
Must be able to fluently understand, speak, and write English.

Responsibilities

Oversees the professional growth and development of all individuals within the office.
Recruits, hires, and trains a team of highly qualified Service Technicians.
Motivates FlyLock Technicians to provide WOW! Customer Service
Enhance productivity level and market products to enhance sales and profits.
Assists commercial accounts with selecting merchandise.
Assists with training and developing FlyLock Technicians as directed.
Maintains billing records for all accounts.
Visits commercial accounts and ensures accounts are serviced and deliveries are made as promised.
Develops new accounts through face-to-face and telephone contact with potential customers.
Ensures all company policies and loss prevention procedures are followed.
Maintains a safe working environment while ensuring FlyLock Technicians are implementing those practices including PPE (Personal Protective Equipment)
Ensure appropriate documentation is generated for each sale.
Complies with safe driving rules and procedures and ensures all FlyLock Technicians have approved driver status.
Properly maintains vehicle(s) and takes the necessary steps to report vehicle maintenance issues.
Follow proper accident procedures.
Provide feedback regarding FlyLock Technicians’ performance to the owner.
Addresses commercial customer concerns and resolves them with a goal of turning a complaint into a compliment.
Processes returns and reconciles accounts.
Communicates FlyLock Technicians’ issues and concerns to the owner in a timely and confidential manner.
Adheres to and ensures FlyLock Technicians follow FlyLock’s dress code standards.
Directs and oversees the work of one or more Service Technicians who perform locksmithing and security solutions work.
Assures quality customer service.
When necessary, performs locksmithing and security solutions work to supplement service needs.
Develops and executes marketing programs to grow referral source relationships for new business.
Provides support in bidding potential job opportunities by performing site visits, completing assessments, and entering information into the Flight Control System.
Oversees accounting functions (invoice approval, job contracts and budgets for large jobs, billings to customers, etc.).
Assures all appointments, customers, and partner information is properly entered into the company software program.
Assures timely collection of accounts receivable.
Manages operating budget including sales as well as fixed & variable costs within acceptable levels.
Oversees company vehicle maintenance program.
Performs other related duties as required.