Service Manager

Summary
Reporting directly to the Director of Managed Services, this position is primarily responsible for leading and managing the nationwide Managed Services field technician teams within National Power, LLC ("the Company"). This will be achieved through planning, supporting and directing post-sale support functions, warranty administration, and overseeing the training and development of both office and field-based personnel.

This role represents a natural progression for a team member who has demonstrated composure in a high-pressure environment, the ability to deliver exceptional customer service and to inspire their team to deliver the same, and extensive knowledge of the backup power industry and what it takes to maintain a profitable service department.

Essential Duties and Responsibilities: Core duties and responsibilities include the following. Other duties may be assigned.
 

• Leadership and Team Management
  • Leads and oversees the nationwide Managed Services and Broadband field technician teams and associated fleet.
  • Hires, trains, supervises, motivates, and develops Service Department staff; manages schedules and workflow.
  • Provides day-to-day guidance, field leadership, mentoring, and quality oversight to Senior and Service Technicians; actively recognizes and promotes strong performance.
  • Assigns duties and monitors quality of work; ensures staff conform to company policies, procedures, and government regulations.
  • Partners with the various Service Directors to resolve employee performance or behavioral issues, determine staffing needs, and recruit and hire field service technicians.
• Technical Expertise – Power Systems, Generators, and Switchgear
  • Serves as the highest-level subject matter expert for power systems, generators, switchgear, ATS integration, and critical infrastructure environments.
  • Demonstrates expert-level competency in:
    • AC/DC electrical systems
    • Generator diagnostics, service, and repair
    • Switchgear and ATS operation, maintenance, and troubleshooting
    • Preventive maintenance planning and execution
  • Delegates troubleshooting leads on escalated and mission-critical failures and steps in as needed
  • Interfaces with management, customers, and OEMs (Generac, CAT, Cummins, etc.) on advanced technical issues.
  • Ensures compliance with NFPA, OSHA, and manufacturer certification standards.
• Operations and Service Delivery
  • Manages work orders and service reports in coordination with Managed Services, ensuring PMs are planned and materials are ordered and delivered in advance.
  • Maintains oversight of team operations, proactively identifies areas of concern, and implements corrective actions as needed.
  • Sets clear expectations with customers and communicates issues clearly and concisely.
  • Understands the company's customer satisfaction goals and ensures they are met in all implemented programs.
  • Ensures completion of all required reports and documentation.
  • Ability and willingness to travel domestically (and/or internationally) for client presentations, project kickoffs, and site visits.
  • Conduct on-site audits, facility/vehicle inspections, and quality control / quality assurance at remote locations and customer locations.
  • Partner face-to-face with key clients, contractors, and external stakeholders to review project milestones and resolve on-site challenges.
• Business and Financial Management
  • Manages expenses within approved budget constraints.
  • Establishes and monitors a long-term business development plan and strategic goals.
  • Negotiates with and manages Service Department vendor relationships.
  • Identifies, documents, and implements customer service, cost, and continuous improvement opportunities.
• Key Attributes
  • Strong analytical skills for evaluating information carefully and solving complex problems.
  • Effective communicator who directs staff, works well with other management personnel, and leads the team to meet its goals.
  • Detail-oriented, with the ability to understand and manage complex systems.
  • Strong organizational focus.

• Bachelor’s degree or equivalent experience preferred
• Generac Master Technician certification and training certifications preferred
• 8+ years of generator service experience strongly preferred

• Strong organizational, computer, and communication skills
• Fluency in written and spoken English
• Positive attitude and strong customer service skills required
• Ability to lead and direct management and technical personnel
• Ability to read and interpret documents such as safety rules and procedure manuals.
• Ability to write routine reports and correspondence.
• Strong knowledge of Microsoft Office applications
• Strong organizational, computer, and communication skills
• May be required to lift and/or move up to 75 pounds
• Overnight travel will be required

• Instructing — Teaching others how to do something.
• Troubleshooting — Determining causes of operating errors and deciding what to do about it
• Coordination — Adjusting actions in relation to others' actions.
• Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Management of Personnel Resources — Motivating, developing, and directing people as they work, identifying the best people for the job.

• This position may be required to work in various weather conditions (heat, rain, snow, high humidity, etc.) and a variety of commercial and industrial job site conditions.
• Frequently work near moving mechanical parts.

• Lifting and carrying heavy objects, up to 75lbs, will be required.
• Ascending or descending ladders, scaffolding, stairs, ramps and the like using feet/legs and/or hands/arms.
• Seizing, holding, grasping, turning, or otherwise working with hand(s).
• Entering text or data into a computer or other machine by means of a keyboard.
• Pushing/pulling may involve use of hands/arms, feet/legs, and/or feet only done with one side of the body or both sides.
• Moving about on hands and knees or hands and feet to enter restricted spaces.
• Use of one or both feet or legs to move controls on machinery or equipment. Controls include, but are not limited to pedals, buttons, levers, and cranks.
• Clarity of vision (i.e., working with small objects or reading small print), including use of computers.
• Sitting for long periods of time may be required.
• Sometimes moving about on hands and knees or hands and feet to enter confined spaces.

• This is an exempt, salaried position
• Three weeks of paid vacation after 90 days (first year is pro-rated based on start date)
• Up to 9 paid company holidays
• Paid sick time
• Company-paid Life Insurance ($75,000)
• Company-paid Short-term and Long-term Disability Insurance
• Medical, Dental, and Vision Insurance: Offering four medical plan options, with one plan fully covered at 100% by the company.
• 401(k) retirement savings plan with company matching
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)

• Criminal background checks and pre-employment drug screens are required.
• Must be able to pass a Department of Transportation physical examination. 
• This is a remote position and will require the employee to work from home.

Equal Opportunity Employer:

National Power LLC is an Equal Opportunity/Affirmative Action Employer and VEVRAA federal contractor and affords equal opportunity to all applicants for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, gender identification or any other status protected under local, state or federal laws.