General Manager - North Florida Service

Essential Duties & Responsibilities

• Financial & Operational Management
  • P&L Oversight: Own service division P&L: revenue, gross margin, overhead, profit.
  • Maintain financial metrics, identify trends, and take corrective action.
  • Participate in monthly management business reviews.
  • Oversee accounts receivable.
• Operational Efficiency
  • Optimize labor and resources for operational demands.
  • Review job batch billings in COINs daily.
  • Approve POs and cost postings in COINS.
  • Review Service, Operations, and Sales Dashboards weekly.
• Service Agreements & COINS
  • Onboard new service agreements; coordinate COINs setup.
  • Run/upload COINs reports to SharePoint.
  • Manage and understand COINS P&L data.
  • Review open orders, material costs, miscellaneous costs.
  • Review and set labor rates.
  • Monitor/analyze service agreement margins; optimize resource allocation, labor efficiency, cost management.
  • Drive retention/renewal by engaging clients and providing proactive solutions.
  • Collaborate with Client Success Specialist for personalized strategies.
  • Monitor agreement performance and compliance; address renewal-impacting issues.
  • Work with Service Coordinator to implement value-added services.
  • Celebrate upselling/enhancing services.
  • Strive for 85% PM compliance (actual vs. booked hours).
  • Conduct regular on-site visits for quality, satisfaction, and safety.
• Sales & Renewals Support
  • Support large service opportunities and agreements.
  • Manage renewals: pricing, agreement review, tasking.
  • Aid Sales team with opportunity growth.
  • Coordinate monthly service agreement renewal meetings.
• Customer & Sales Support
  • Address escalated complaints and quality issues promptly.
  • Ensure compliance with preventative maintenance obligations.
  • Collaborate with Client Success Specialist for personalized strategies.
  • Monitor agreement performance and compliance; address renewal-impacting issues.
  • Work with Service Coordinator to implement value-added services.
  • Celebrate upselling/enhancing services.
  • Strive for 85% PM compliance (actual vs. booked hours).
  • Conduct regular on-site visits for quality, satisfaction, and safety.
• Team Leadership & Development
  • Promote ethical business culture and strong safety culture.
  • Encourage collaboration and teamwork.
  • Collaborate with other managers/leaders.
  • Hire/terminate service office employees.
  • Implement disciplinary action as needed.
  • Conduct office performance reviews.
  • Foster positive relationships with technicians; regular communication and recognition.
  • Seek feedback and address concerns promptly.
  • Organize team-building activities/outings.
  • Schedule one-on-one meetings/lunches for technician development.
• Administrative & Reporting
  • Meetings & Reviews: Participate in monthly management safety communication meetings.
  • Coordinate weekly meetings on A/R and open job status.
  • Conduct monthly business reviews with senior management.
  • Documentation & Systems: Assist with collections for past due invoices.
  • Approve tool purchases over $100.
• Other Tasks
  • Hiring & HR: Obtain approvals for new hire requisitions.
  • Determine appropriate labor mix.
  • Generate job descriptions.
  • Evaluate job pay based on performance.
  • Conduct new hire orientation and performance reviews.
  • Manage union-related matters (wages, grievances).
  • Safety: Conduct quarterly safety meetings.
  • Ensure compliance with branch safety requirements.
  • Oversee individual KPA training.
  • Develop service agreement growth strategy.
  • Mentor Client Success Specialist.
• Qualifications
  • 5–7+ years of leadership experience in HVACR service operations, facilities services, mechanical contracting, or a related technical services environment.
  • Proven P&L management experience, including budgeting, forecasting, margin analysis, and revenue growth accountability.
  • Demonstrated success leading field technicians, coordinators, and office staff in a service-based business.
  • Experience managing service agreements, renewals, customer retention programs, and operational KPIs.
  • Strong understanding of dispatching, labor planning, resource allocation, and workflow optimization in a service division.
  • Valid driver’s license.
  • Proficiency with business software tools, including CRM systems, Excel, Word, and ERP (COINS preferred).
  • Excellent communication skills, both written and verbal, with the ability to address customer issues, lead teams, and present to senior leadership.
  • Ability to perform required physical activities, such as standing, climbing ladders, and lifting 25+ lbs. when conducting site visits.

  Qualifications

  • 5–7+ years of leadership experience in HVACR service operations, facilities services, mechanical contracting, or a related technical services environment.
  • Proven P&L management experience, including budgeting, forecasting, margin analysis, and revenue growth accountability.
  • Demonstrated success leading field technicians, coordinators, and office staff in a service-based business.
  • Experience managing service agreements, renewals, customer retention programs, and operational KPIs.
  • Strong understanding of dispatching, labor planning, resource allocation, and workflow optimization in a service division.
  • Valid driver’s license.
  • Proficiency with business software tools, including CRM systems, Excel, Word, and ERP (COINS preferred).
  • Excellent communication skills, both written and verbal, with the ability to address customer issues, lead teams, and present to senior leadership.
  • Ability to perform required physical activities, such as standing, climbing ladders, and lifting 25+ lbs. when conducting site visits.