General Manager

Fitness Machine Technicians, a brand of Main Line Brands, is an award-winning service franchise built on recurring revenue, operational simplicity, and strong local presence.

About the role

The General Manager owns the operations and financials of the greater Philadelphia branch. Success is measured by three outcomes: a well-run field-service operation, a growing base of profitable customers, and a strong team. You will lead a hands-on, results-driven team of 5–15 technicians, dispatchers, parts coordinators, and administrative staff, ensuring the branch meets its sales and profit targets while delivering high-quality service.

Responsibilities

• Financial Performance & P&L Ownership
  • Meet branch sales and profit budget targets; uphold high customer-service standards.
  • Carry full P&L responsibility, including pricing, repair-budget oversight, and parts/equipment spending approval.
  • Track and report monthly branch results (P&L, weekly sales, expenditures, rolling forecasts) and explain variances to the Vice President of Operations.
  • Manage accounts receivable from accurate invoicing and prompt warranty claims to consistent collections, ensuring healthy cash flow.
  • Improve gross margin by optimizing labor productivity, billable-hour utilization, and first-time-fix results.
• Service Operations Management
  • Oversee daily scheduling, dispatch, and routing to ensure prompt, efficient service for residential and commercial customers.
  • Maintain high repair-quality standards, minimizing rework and owning first-time-fix and turnaround results.
  • Ensure all repairs meet manufacturer specifications and warranty terms to keep customer equipment in service.
  • Monitor and act on key service-performance metrics: response time, job completion, revenue per technician, and rework rates.
• Business Development & Growth
  • Assist with local marketing and outreach to win new commercial service agreements and grow the branch’s book of business.
  • Build dependable, high-margin recurring revenue through preventive-maintenance programs and contract renewals.
  • Prospect and close new commercial accounts (gyms, hotels, universities, corporate fitness centers, healthcare facilities).
  • Maintain a current sales pipeline, track opportunities, and provide reliable bookings forecasts to leadership.
• Team Leadership & Development
  • Embody and reinforce FMT’s core values: We’re in It Together, Do Right Always, Own the Outcome, No Peacocks, and Excellence Is the Standard.
  • Hire, onboard, coach, evaluate, and retain fitness machine technicians and administrative staff.
  • Provide clear direction and revisit team goals on a regular cadence.
  • Foster a workplace built on performance, safety, ownership, and strong technical skills.
  • Grow the team’s technical depth through hands-on training, manufacturer certifications, and cross-training.
  • Balance staffing and scheduling to meet demand without exceeding labor-cost targets.
• Customer Relationship Management
  • Lead the branch’s customer-service response, resolving escalated complaints to protect satisfaction.
  • Negotiate and honor Service Level Agreements with corporate accounts (gyms, hotels, universities).
  • Grow and retain commercial and residential customers across the territory.
  • Act as the senior escalation point for major accounts and personally lead efforts to win back at-risk relationships.
• Inventory & Vendor Relations
  • Control parts inventory to ensure quick job closure while limiting shrinkage and dead stock.
  • Develop strong vendor and manufacturer relationships to secure fair pricing, reliable parts supply, and warranty support.
  • Approve purchasing and align inventory investment with the branch budget.
• Strategic Planning
  • Collaborate with the Vice President of Operations to shape plans that lift branch and market performance.
  • Revisit and adjust branch objectives on a set schedule to stay on target.
• Compliance & Safety
  • Ensure field and shop practices meet safety requirements and applicable liability standards.
  • Keep the branch current on city and state licensing and certifications.
  • Manage branch-level HR compliance in line with company policy.
  • Maintain the service fleet, facility, tools, and diagnostic equipment in safe operating condition.

Requirements

• At least five years in operations, service, or branch management with hands-on P&L or budget responsibility.
• Proven ability to lead and grow a team of supervisors, office staff, and technicians.
• Track record of meeting sales, margin, and cost goals, including sound accounts receivable management.
• Demonstrated success in sales and business development, including landing new commercial accounts and selling preventive-maintenance/service contracts.
• Solid command of field-service operations: dispatch, routing, parts/inventory control, and warranty handling.
• Working proficiency with service-management platforms, CRM systems, and business/reporting software.
• Strong communication, problem-solving, and relationship-building skills.
• Valid driver’s license and clean driving record.

Preferred Qualifications

• History of expanding a branch or territory through new accounts and contract sales.
• Mechanical or electronics knowledge sufficient to evaluate technician work with credibility.
• Manufacturer service certifications, or ability to earn them quickly.
• Bachelor’s degree in business, operations, or related field, or equivalent professional experience.

Benefits

• Health insurance
• Paid time off
• Vision insurance
• 401(k) with company matching
• Competitive salary
• Dental insurance

Pay

$65,000 – $80,000 per year