Branch Manager

Description

Job Objective: Key operations leader responsible for the safety, operational, and financial performance of an assigned branch. The Branch Manager oversees local operations, all branch personnel, customer relationships, and service delivery activities, leading a team of technicians, field service managers, dispatchers, service writers, and other administrative staff to ensure the branch achieves key performance targets, while supporting company culture and values. Reporting to the Regional Director, this role executes strategic initiatives and business improvement efforts at the branch level, partners with HR and Technical Support to strengthen technician talent and career development and supports local integration activities.

Essential Duties and Responsibilities: In addition to the essential job functions described below, all associates will perform duties as requested by management. 

Safety Leadership

• Drive timely closure of identified action items flagged during branch safety audits, and lead safety incident investigations and corrective action plans, partnering with the EH&S team as needed
• Ensure the branch maintains full DOT compliance, including driver qualification files, hours-of-service records, and vehicle inspection requirements.
• Reinforce safe driving behaviors and monitor fleet/telematics data to identify and correct at-risk driving trends within the branch.
• Champion a proactive, world-class safety culture within the branch, enforcing company safety standards, field compliance requirements, and ensure completion of required associate safety training across the branch.
• Drive improvement in leading and lagging safety indicators such as near-miss reporting, training completion, TRIR, TVIR, and DART.

Financial Performance

• Own the financial performance of the branch, ensuring the branch meets or exceeds budgeted goals for recurring service revenue, gross profit margin, OPEX, and EBITDA.
• Review branch forecasts and monthly financial results at a regular cadence with the Regional Director, identifying variances to budget and driving corrective action plans.
• Analyze branch financial trends to identify risks and growth opportunities.
• Manage branch costs and drive continuous improvement to meet or exceed monthly financial goals.

Branch Operations & Productivity

• Oversee daily service operations, ensuring efficient scheduling, dispatching, and completion of work, while driving improvement in technician productivity, quoting activity and win rates, and direct labor utilization within the branch.
• Monitor and action improvement in preventive maintenance (PM) attainment within the branch.
• Track technicians’ job progress and service quality, ensuring timely submission of job documentation, minimizing quality issues and customer rework.
• Review Power BI dashboards, branch scorecards, and other performance data; identify negative trends and take corrective action.
• Maintain branch equipment, fleet, facility, and operational readiness.
• Partner with the Regional Director and the Director of Business Operations to align, standardize and optimize branch roles and responsibilities while implementing company best practices.
• Adopt and use the standardized KPIs, scorecards, and Power BI dashboards developed by the Business Operations team, ensuring consistent tracking and reporting for the branch.

Customer Relationships

• Strengthen customer relationships through clear communication, responsiveness, and quality service.

• Conduct customer site visits when needed to scope jobs, resolve issues, or support the sales process.

• Ensure timely resolution of customer complaints or escalations.

• Partner with Sales on maintenance contract pricing and customer proposals.

Quoted Repairs

• Oversee the full lifecycle of quoted repairs, ensuring accuracy, profitability, and alignment with customer expectations.

• Support service writers in producing accurate estimates and coordinating follow-up.

• Communicate repair recommendations, pricing, and approvals directly with customers and internal teams.

• Coordinate scheduling and resources to ensure timely completion of all approved quoted repairs.

Talent & HR Partnership

• Lead, coach, and develop a team of technicians, field service managers, dispatchers, service writers, and administrative staff, supporting career advancement for all roles.
• Partner with HR to manage staffing levels and drive improvement in technician recruitment, onboarding, training, and retention within the branch.
• Partner with Technical Support to identify training needs and skill development plans for technicians.
• Lead the hiring, development, and performance management of branch associates, including regular check-ins and performance reviews.
• Foster an engaged culture of accountability, teamwork, and continuous improvement that supports employee retention and growth.

Strategic Initiatives & Business Improvement

• Execute strategic initiatives and other business improvement programs within the branch, in partnership with the Regional Director.
• Serve as a change agent within the branch, ensuring clear communication, team buy-in, and sustained adoption of new programs, tools, and processes.
• Identify and lead continuous improvement efforts that enhance the operational and financial performance of the branch.
• Support company-wide standardization initiatives, providing field input and driving branch adoption of new roles, processes, tools, templates, and operational systems.

M&A / Integration Support

• Support localized integration activities as directed by the Regional Director, including when newly acquired teams or locations are aligned with or combined into the branch.
• Share branch best practices, processes, and systems knowledge to help align newly acquired teams with company standards.
• Build relationships with newly acquired branch teams to ensure a smooth transition into the branch network.

Leadership & Collaboration

• Provide coaching and performance feedback to branch associates, and conduct regular team meetings to communicate priorities, performance results, and safety expectations.
• Work closely with the Regional Director, Sales, A/R, Operations, and Technical Support to ensure seamless branch performance.
• Collaborate and share best practices with other branch managers across the region.
• Travel as needed within geography of assigned branch to support customers, regional meetings, strategic initiatives, and integration activities.

Success Measurements:

• Achievement of budgeted branch EBITDA
• Recurring services revenue as a percentage of budget
• Improve revenue per technician per business day
• Improve direct labor cost as a percentage of revenue
• Preventive maintenance (PM) attainment
• Quotes and wins in volume and revenue dollars
• Quoted repair win percentage
• Technician write-ups as a percentage of PM jobs completed
• QR/T&M jobs completed as a percentage of PM jobs completed
• Timely close-out of completed jobs to facilitate billing timeliness
• Voluntary turnover percentage for technicians
• Achieve HSE goals including acceptable Branch Audit ratings, training goals, and incident rates (TRIR, TVIR, DART)

Other:

• Abide by all policies, rules, and regulations of the company including all applicable safety rules, regulations, and procedures
• May be required to work extended hours, evenings, weekends, and after-hours/on-call response as business needs require

Requirements

• 3+ years of experience in field service operations; experience in power generation, electrical, industrial equipment, or related technical service environments preferred
• 2+ years of leadership or supervisory experience; budget or P&L accountability preferred
• Demonstrated success driving results in safety, financial performance, and operational efficiency
• Strong operational management skills and understanding of service workflows, including scheduling, dispatching, and quoting
• Experience with generator systems or similar mechanical/electrical equipment preferred
• EGSA certification or familiarity with generator applications preferred
• Track record of developing and refining business processes and measuring results against KPIs
• Financial acumen, including understanding of budgets, cost control, and revenue drivers
• Experience using field service management software, scheduling platforms, and reporting tools
• Proficiency in Excel and business intelligence tools (e.g., Power BI), including the ability to compare information from multiple data sources
• Strong leadership, coaching, and team-building skills
• Effective communication skills, both oral and written
• Strong problem-solving and decision-making skills
• Valid driver's license and clean driving record
• Ability to travel as required

Physical Requirements: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions.

• Vision: minimum vision required to prevent injury from oneself and others
• Hearing: perceiving the nature of sounds with or without correction
• Talking: expressing or exchanging ideas by means of the spoken word
• Lifting small objects constantly; 20-pound objects frequently and 20-50 pound objects occasionally