General Manager - Generator Service Operations

Job DescriptionJob Description

Position Overview :

The General Manager (GM) Generator Service Operations is a new role supporting the growth of HM Cragg's generator business. This person will lead the Company's entire Generator Service business and have full P&L responsibility for that business and is responsible for the overall results and supervision of the Field Service, Parts, and Shop Service teams located in the Corporate Headquarters in Minnesota, Montana, and future service locations.

This position will reside in Montana, as the GM will also have full responsibility for facility operations in this location. They will also serve in a leadership role representing the Montana office and its employee owners to preserve continuity with the Company's mission, vision, and values.

The GM will implement and manage operational tools, procedures, and processes and hold team members accountable for their use and completion. The person in this role will hire, manage, and develop the Leadership talent of this business and will hold the team members accountable for achieving department goals and objectives. This person will work closely with the Chief Operating Officer and Finance to maintain and / or improve the profitability of the Generator Service, Parts, and Shop departments by increasing efficiencies and strengthening quality and customer satisfaction. Significant emphasis will be to ensure sufficient staffing levels are maintained and in the proper geographical locations to meet client needs and contracts.

Reporting Relationship : The General Manager Generator Service Operations reports to the Chief Operating Officer

Responsibilities / Accountabilities :

Lead the growth and performance of Generator Service, Parts, and Shops in Minnesota, Montana, and future locations

Collaborate with the COO, Product Sales, and Marketing team to develop service products, account strategy, staffing needs, and vendor relations

Represent the TWE Montana office as the highest-level on-site leader and serve as a liaison to HM Cragg Leadership to meet the Company's mission, vision, and values

Provide coaching, mentoring and career development plans for all direct reports

Lead customer service functions to ensure client satisfaction; hold team accountable for solving issues and completing requests promptly

Oversee scheduling to meet customer needs in the most efficient and cost-effective manner

Report weekly with the Chief Operating Officer to ensure resolution of escalated people and work issues

Manage department tools, processes, policies, and procedures

Provide financial, project, and job data and report to the Chief Operating Officer as needed

Work with the customer service team on past due AR and invoicing

Oversee facilities and grounds to ensure good housekeeping and that areas are free of safety concerns

Ensure service team members are up to date on safety and technical training, equipment updates, OSHA standards, compliance requirements, and industry standards

Utilize ERP and reporting systems to track departmental performance and drive data-informed decisions

Monitor and manage department-level budgeting, including P&L responsibilities, to ensure financial targets are met

Perform additional duties as assigned

Requirements : Skills / Knowledge

Leadership - Continually develops skills and encourages growth; inspires and motivates others to perform successfully

Business Acumen - Contributes to profits and revenue, understands business implications of decisions, demonstrates knowledge of market and competition

Problem Solving - Innovative, analytical, inquisitive; develops creative solutions

Critical Thinking - Approaches complex situations strategically, weighs multiple variables, and makes sound decisions

Digital Aptitude - Efficient in Microsoft Suite, ERP, CRM, and comfortable learning and using business software platforms, analytics tools, and service technology to support operations

Project Management - Effective coordination, implementation, and change management skills

Driven - Works with a sense of urgency, has a strong desire to succeed

Organization - Attention to detail, thorough, creates efficiency; strong ability to work independently; successful time-management; proven ability to multitask and prioritize in a fast-paced, dynamic environment

Communication - Proficiency in verbal, written, and listening skills; ability to write reports and business correspondence, and to effectively present information and respond to questions from groups of managers, clients, applicants, and others

Client Service - Conducts self professionally; skillfully and efficiently manages client needs, always responds promptly to clients, treats others with respect with an emphasis on understanding, meeting and exceeding customer expectations

Interpersonal - Maintains confidentiality, keeps emotions under control, approaches others tactfully, works with honesty, integrity, and ethics

Innovation - Brings new ideas to the table

Teamwork - Balances team and individual goals, exhibits objectivity and openness to others' ideas and viewpoints, gives and welcomes feedback

Financial Acumen - Understands budgeting processes, cost analysis, and departmental P&L responsibilities

Qualifications

4-year degree in Business

5+ years of people leadership and management

5+ years of project management

Industrial Generator industry experience is a plus

Strong technical aptitude

Travel and hours expectations :

Travel within the territory as needed to spot check job workmanship, safety, and facilities

Travel to the Minnesota location as needed

Office hours as required to serve all internal and external stakeholders effectively

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