Service Manager

Generac Power Systems•Zeeland, MI

21d

About The Position

The Service Manager is responsible for the Energy Systems service department, including its personnel, growth, and overall performance, and reports to the Branch Manager. In partnership with the Branch Manager, this role oversees revenue, key performance indicators, equipment sales support, and Environmental Health & Safety expectations. The Service Manager drives technical excellence through advanced problem resolution, technical leadership, and team development through Field Supervisors, and serves as the primary technical liaison for electrical contractors, Generac owners, and internal stakeholders. The role manages department personnel and service workflows, supports customer needs through scheduling and resource allocation, and ensures jobs meet deadlines, budgets, Generac quality standards, and warranty guidelines. It also handles escalated diagnostic, repair, warranty, and customer issues; supports major projects and commissioning; coordinates with internal departments and third-party vendors; and monitors invoicing and gross profit goals. The position requires generator-system technical knowledge, operational leadership, and occasional travel. The work environment includes office-based computer work and regular standing and walking, with occasional bending, reaching, and lifting up to 25 pounds.

Requirements

Bachelor’s degree in a Management or Business discipline, or equivalent years of experience.
Valid driver license.
3–5 years overseeing operations in one or more of the following areas: retail, education, rental, military, hospitality management, or another 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 Suite, including Word, Excel, PowerPoint, and Outlook.
Strong leadership and team management skills.
Excellent organizational and problem-solving abilities.
Effective written and verbal communication skills.
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 in one or more of the following areas: retail, education, rental, military, hospitality management, or another 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, such as paralleling systems and ATS control logic.
Familiarity with remote monitoring technologies and IoT platforms for generators.
Experience implementing service process improvements and KPIs.
Budgeting, profit and loss, and resource planning experience.
Skill in conflict resolution and performance management.
Proficiency with service management software (FieldServio).
Strong business acumen with a focus on customer satisfaction and retention.

Responsibilities

Directly manage Field Supervisors, with a focus on coaching, mentoring, and technical skill advancement.
Oversee technician certification programs and ensure compliance with Generac training requirements.
Review and manage weekly revenue, invoicing, KPI, and EH&S status.
Manage department personnel matters, including employment, compensation, EH&S, and fleet.
Coordinate technician schedules and resource allocation to meet customer demands and provide timely technical support.
Manage service workflows to ensure jobs are completed on time, within budget, and in accordance with Generac quality standards and warranty guidelines.
Lead root cause analysis for recurring technical problems and implement corrective actions.
Serve as the technical liaison for major projects, commissioning, and troubleshooting, and as the department liaison between equipment sales, fabrication, parts, and service.
Work with the Environmental Health & Safety Department to ensure compliance with safety protocols, industry standards, and company policies.
Serve as the final escalation point for complex diagnostic, repair, warranty, customer issues, and complaints, ensuring prompt resolution.
Provide technical guidance to customers, electrical contractors, and engineers regarding generator solutions.
Coordinate with the Parts Department to ensure materials are available for customer support.
Work with third-party vendors on service delivery matters.
Invoice completed work orders while monitoring gross profit goals.
Assist with quoting service repair jobs and recommended repairs.
Maintain up-to-date knowledge of generator system technology and competitive industries.
Support other Service department roles as needed.
Conduct performance management for technicians at all levels.
Review and approve timecards and PTO.