Service Manager

Generac•Zeeland, MI

20d

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, the 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 oversees service personnel and workflows, technician development and certification, customer support, service delivery, and coordination with departments and vendors. It also provides technical guidance and resolves escalated diagnostic, repair, warranty, and customer issues. The position involves office-based work and occasional travel.

Requirements

Bachelor’s degree in a Management or Business discipline, or equivalent years of experience.
Valid driver license.
3–5 years of experience overseeing operations in 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, 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 of experience overseeing operations in retail, education, rental, military, hospitality management, or another commercial service operation.
5–7 years of experience 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.
Conflict resolution and performance management skills.
Proficiency with service management software such as FieldServio.
Strong business acumen focused on customer satisfaction and retention.

Responsibilities

Directly manage Field Supervisors, including coaching, mentoring, and advancing technical skills.
Oversee technician certification programs and ensure compliance with Generac training requirements.
Review and manage weekly revenue, invoicing, KPIs, and Environmental Health & Safety requirements.
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 complete jobs on time and within budget while meeting Generac quality standards and warranty guidelines.
Lead root cause analysis of recurring technical problems and implement corrective actions.
Serve as technical liaison for major projects, commissioning, and troubleshooting, and as 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.
Act as the final escalation point for complex diagnostic, repair, warranty, and customer issues and complaints.
Provide technical expertise and 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 to support service delivery.
Invoice completed work orders and monitor 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.