Manager Generator Services

Generac Power Systems•Corona, CA

3d•Hybrid

About The Position

Energy Systems, a leader in industrial power solution sales, service, and rentals, and a long-standing Generac Industrial Distributor, is seeking a Manager Generator Services. This role is crucial for maintaining our tradition of excellent products and outstanding service. The Manager will oversee service operations, prioritize customer experience, manage service workflows, and lead the commissioning process for all equipment sales. This includes evaluating backlogs, preparing customers for onsite services, scheduling, and ensuring warranty registration. The Manager will also be responsible for reviewing revenue, invoicing, KPIs, and EH&S requirements, while directly managing field personnel, the coordination team, parts team, and service writers. A key aspect of this role involves coaching, mentoring, and advancing the technical skills of the team, including formulating professional development plans and ensuring compliance with Generac training. The Manager will also handle personnel matters, approve timecards and PTO, and collaborate with the Environmental Health & Safety Department. Serving as a technical liaison for major projects and the primary escalation point for complex issues, the Manager will provide expert guidance to customers, contractors, and engineers, while staying current with generator system technology and leading root cause analysis for technical problems. Other duties may be assigned up to 25% of the time.

Requirements

Bachelor’s Degree in a Management or Business discipline or equivalent years of experience.
Valid Driver License
3-5 years overseeing operations experience in one or more of the following areas: retail, education, rental, military, hospitality management, rental, or other commercial service operation.
Strong technical knowledge of diesel, natural gas, and propane gas generator systems.
Basic knowledge of electrical theory and troubleshooting.
Ability to read technical manuals, schematics, and wiring diagrams.
Proficiency in Microsoft Office Suit (Word, Excel, PowerPoint, Outlook).
Strong Leadership and Team management skills.
Excellent Organizational and problem-solving abilities.
Effective communication skills (both written and verbal).
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Customer service mindset and ability to handle escalated service issues.

Nice To Haves

Bachelor’s Degree in a Management or Business discipline.
7+ years overseeing operations experience in one or more of the following areas: retail, education, rental, military, hospitality management, rental, or other commercial service operation.
5–7 years in generator service, electrical contracting, or industrial power systems.
In-depth understanding of NFPA codes, NEC, and EPA regulations related to generator Installations.
Advanced diagnostics skills on complex generator control systems (e.g., paralleling systems, ATS control logic).
Familiarity with remote monitoring technologies and loT platforms for generators.
Experience implementing service process improvements and KPIs.
Budgeting, profit and loss, and resource planning experience.
Skilled in conflict resolution and performance management.
Proficiency with service management software (FieldServio).
Strong business acumen with a focus on customer satisfaction and retention.

Responsibilities

Prioritize customer experience and satisfaction by delivering timely, expert-level technical support by coordinating technician schedules and resource allocation to meet customer demands.
Manage service workflows to ensure jobs are completed on time, within budget, ensuring adherence to Generac quality standards and warranty guidelines.
Own the Commissioning process for all equipment Sales, including evaluating backlogs, anticipating needs, preparing customers for onsite services, scheduling, performing Start Up, completion, and registering the unit for warranty.
Own communication with the customer on next steps and timeline if a unit fails at start up.
Review and manage the weekly status of revenue, invoicing, KPI’s & EH&S requirements.
Directly manage all Field personnel, focusing on coaching, mentoring, and technical skill advancement.
Formulate professional development plans (TCP) for all technicians and ensure compliance with Generac training requirements.
Directly manage the Coordination Team, Parts Team and Service Writers to fulfill customer obligations.
Manage all service department personnel for matters including, but not limited, to employment, compensation, EH&S fleet and performance management.
Conduct performance management of all level technicians.
Review and approve Timecards and PTO.
Work with the Environmental Health & Safety Department to ensure compliance with safety protocols, industry standards, and company policies.
Serve as the technical liaison for major projects, commissioning, and troubleshooting, and as department liaison between equipment sales, fabrication, parts and the service team.
Serve as the final escalation point for complex diagnostic, repair, warranty issues and customer issues and complaints, ensuring swift resolution.
Provide technical expertise and guidance to customers, electrical contractors, and engineers regarding generator solutions.
Maintain an up-to-date knowledge of generator system technology, including competitive industries.
Lead root cause analysis for recurring technical problems and implement corrective actions.
Perform other duties as assigned, up to 25% of the time.