Job Description Job Title: General Manager 

Department: G&A

Reports To: President

FLSA Status: Exempt

Summary:

 Meets planned growth, profit, maintenance base and customer retention goals through leadership and management of staff. Implements the Business System while redeeming customer obligations in a timely, cost-effective, high-quality manner.

Essential Duties and Responsibilities:

 Includes the following, however, other duties may be assigned. Redeems annual plan in bookings, activity, sales cost, G & A cost, sales head count, actual gross profit, maintenance base and net operating income through leadership and management of staff in specific assigned markets.

Competent understanding of systems for both project and maintenance agreements. Able to effectively price and recommend maintenance programs.

Train, direct and evaluate staff regarding systems knowledge to minimize risks. Understands customer organization and decision-making process to effectively participate in strategy development and presentation. Train, direct and evaluate staff in the development and implementation of effective sales strategies. Trains, directs, and evaluates staff in effectively evaluating and selling price escalations. Establish escalation policy to assure customer retention while maintaining profit objectives. Minimize cancellation rate by assisting and redirecting sales and operations to redeem customer obligations and respond to cancellation notices promptly and effectively. Trains, directs, and evaluates staff in the effective application of credit and collections program. Assess the degree of risk. Approve new accounts according to credit policy.

Builds and maintains rapport and positive working relations with all inter-company, intra-affiliate, to resolve problems, capitalize on opportunities and maximize revenue and profit. Builds rapport and productive working relationships with customers, vendors, and other outside agents. Effectively represent company’s interest to outside agents to maximize profits.

Trains, directs, and evaluates staff regarding all assignments to assure customer satisfaction and redemption of plan. Understand timing of work and how it relates to others. Trains, directs, evaluates, and assists staff in the development, communication, and redemption of schedules.

Monitor all billing to assure optimum cash flow. Expedite payments. Develops and assures compliance with approved budget. Train, direct and evaluate staff to ensure optimum cash flow. Establish purchasing policy. Train, direct, evaluate and assist staff to assure availability and lowest cost in purchasing.

Essential Duties and Responsibilities (cont.)

Train, direct and evaluate staff in the preparation of prompt, clear, concise, and complete documentation, and paperwork. Audit proposals, job packages and company paperwork to assure quality.

Train, direct and evaluate sales force to achieve annual booking goals. Participates with the sales force in development and implementation of sales campaigns, programs, and procedures. Support staff in the use of sales tools. Provide direct sales assistance on key accounts. Establishes pricing policy and audit proposals to ensure they meet company policy and profit; goals. Train, direct and evaluate sales force to properly evaluate, survey and price service agreements and all other work.

Follows good time management practices. Train, direct and evaluate staff in time management when necessary. Assigns goals to staff and measure performance. Delegates, organizes work of others by position description and procedures; encourage mutual agreement on written objectives. Effectively audit performance of staff and follow-up. Recommend appropriate personnel actions i.e., hiring, firing, promotion, compensation, etc. Motivate and train staff. Develop and implement programs to improve skills of individuals as well as the group.

Train, direct and evaluate staff in providing materials, directions, tools, and logistical support to the field personnel to maximize output per hour. Motivate staff and maintain high morale. Instruct and direct appropriate personnel to properly staff jobs to control labor costs. Redeem gross profit objectives.

Regularly review operating and sales policy, procedures, and methods. Measure effectiveness of existing programs, identify problems or weaknesses and establish new methods or corrective action. Establish policies and procedures necessary for internal administration.

Develop annual plan according to established procedures. Train, direct and assist sales force to increase existing customer maintenance coverage and/or services. Evaluate current market (i.e., market share, geography, customer service mix, etc.). Identify new markets. Develop and execute a plan for market penetration that assures attainment of profit goals. Assign sales force.

Trains, directs, and evaluates staff to resolve customer complaints promptly and efficiently. Participate with other unit personnel in resolution of customer complaints where necessary.

Qualify prospects, make effective sales presentations, answer questions and objections in a proficient and responsible manner. Aggressively manage quotes to close sales. Train, direct and evaluate sales force to achieve annual booking goals. Participate with the sales force in the development and implementation of sales campaigns, programs, and procedures.

Plans and effectively schedules appointments and manages time to assure maximum productivity. Increases existing customer maintenance coverage and/or other services. Identify prospects in assigned market. Promptly follow up on leads and referrals. Establish customer rapport and identify needs. Maintain an active backlog of quotes to assure booking goal is consistently met. Promptly address customer concerns to assure resolution and maintain long-term positive relationships.

Essential Duties and Responsibilities (cont.)

Sufficiently understand mechanical systems to accurately appraise and inventory system components, evaluate general conditions, and recommend the best maintenance program. Recognize project opportunities and coordinate staff or other contractor personnel to provide solutions for your presentation to the customer.

Understands the customer and the market forces to effectively sell price escalations. Promptly respond to notices of cancellation with a well-researched salvage plan. Builds and maintains rapport and positive working relations with field, office, and management personnel to resolve problems, exploit opportunities, and maximize profits.

Prepares complete, clear, and concise reports, proposals, booking packages, and required company paperwork; maintain written supportive information relative to delays, changes and special conditions, schedules, etc. Train, direct, and evaluate staff in the preparation of prompt, clear concise, and complete documentation, and paperwork. Audit proposals, job packages, and company paperwork to assure quality. Understands timing of work

and how it relates to others. Trains, directs, evaluates, and assists staff in the development, communication, and redemption of schedules. Train, direct, and evaluate staff in providing materials, directions, tools, and logistical support to the field personnel to maximize output per hour. Motivate staff and maintain high morale. Instruct and direct staff to properly staff jobs to control labor costs. Redeem gross profit objectives.

Continues to monitor performance against plan. Takes necessary action to resolve deficiencies. Establishes Mid-Year Review according to established procedures. Promotes professionalism and pride to attract high-promise human resources. Continually build and maintain a network of contacts. Creates a Central Candidate/Source file of potential recruits and sources.

Provides support for any special projects as assigned by your manager. These special projects, at the determination of your manager, may or may not become part of this position’s primary responsibilities.

Supervisory Responsibilities

Directly supervises Sales Manager, Service Manager’s and Construction Manager’s. Carries out supervisory responsibilities in accordance with the Organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates’ activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products, and services.; Continually works to improve supervisory skills.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition.

Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.

Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization’s strengths & weaknesses; Analyzes market and competition; Adapts strategy to changing conditions.

Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.

 Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

Project Management - Develops project plans; Coordinates projects; Completes projects on time and budget. Customer Service - Responds promptly to customer needs; Meets commitments.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.

Written Communication - Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.

Quality Management - Looks for ways to improve and promote quality.

Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.

Ethics - Treats people with respect; Inspires the trust of others; Works with integrity and ethically.

Organizational Support - Follows policies and procedures; Supports organization’s goals and values.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.

Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

Attendance/Punctuality -Is consistently at work and on time.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor’s degree (B. A.) from four-year college or university; or ten years related experience.

Other Qualification/Skills/Abilities

A valid state driver’s license or ability to obtain one by start of employment.

Language Skills

 Ability to speak and read the English language. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

Mathematical Skills

Ability to work with basic mathematical concepts such as addition, subtraction, multiplication, and division. Ability to apply concepts such as fractions, ratios, and percentages to practical situations.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Guideline to General Manager Responsibilities: 

Daily: 

• Look for opportunities to grow the business.
• Support Project, Maintenance Sales, Service Manager, and Admin staff.
• Develop people and give opportunities for growth. 
• Develop/Maintain Customer Relations.
• Review/Approve new project and maintenance bookings.
• Dealing with customer issues- i.e.: Invoices, Contract Questions, & Service Issues.
• Manage Contract & Project actual Gross Profit Percentages.
• Deal with behavior & performance issues with employees.
• Approve vacation requests.

Weekly: 

• Review Maintenance and Project Sales staff activity. Be Strategic!
• Operations review with Service Manager.
• Manage A/R and support collections effort.
• Continuous Recruitment of talent.
• Attending new agreement start up meetings.

Monthly: 

• Perform annual & 90-day reviews for direct reports.
• Completes cost to complete for projects.
• Review Monthly Financials with Service Manager.
• Complete KPIs and submit to Regional Director and President.
• Complete 90 Day Forecast and submit to COO and CFO.

Quarterly: 

• Audit Maintenance and Project Commissions. Submit to President for approval.

NOTE: This is a guideline of a General Manager’s responsibilities. Other duties may be required.