US Engineering Company General Manager - Service in Denver, Colorado

Title: GENERAL MANAGER - SERVICE

Reports To: President, U.S. Engineering Service

Every member of the U.S. Engineering family is expected to understand and consistently demonstrate the following Core Values:

  • Exhibit integrity in everything we do.

  • Listen, identify and respond to customer needs.

  • Provide quality, on schedule, at a competitive price.

  • Respect, challenge and recognize each team member.

  • Ensure a safe working environment.

Primary Purpose:

Responsible for providing overall management and direction of service sales and service operations in Denver, the outlying metropolitan area, and the Rocky Mountain region. This includes responsibility for the strategic alignment and goal attainment related to planned growth, profitability, maintenance base, customer retention, and management of personnel within the assigned operational unit.

Principal Duties and Accountabilities:

  • Establishes and implements sales and operations plans for the metropolitan area that are aligned with the company’s overall and regional strategic and business plans, initiatives, goals, etc. This includes the development of sales strategies, operations policies, procedures, structures and performance standards, within the boundaries of corporate policies and guidelines. These plans shall focus primarily on preventative maintenance, service project and repair work and facilities management goals.

  • Actively participates in U.S. Engineering Service strategic planning and directs activities within the metro area and region that support and sustain the company’s profitability and growth.

  • Responsible for ensuring the optimum use of equipment, facilities, and personnel for preventative maintenance, service project and repair work, and facilities management work.

  • Partners with the President of U.S. Engineering Service to establish performance targets related to quantity and quality of operations for the metropolitan area and region related to preventative maintenance, service project and repair work, and facility management. Monitors and works with subordinate Sales Representatives, Account Management, and Service Technician teams to achieve sales objectives and ensure excellence in overall operational efficiencies.

  • Partners with other regional business unit leaders to achieve the overall goals of the Company within the assigned region. Maintains a balance of working towards the service department’s specific goals while working with regional counterparts to help them equally achieve their respective goals.

  • Responsible for leading the Denver / Rocky Mountain team to achieve the annual plan in terms of bookings, sales activity, sales cost, G&A cost, actual gross profit, maintenance base and net operating income. Participates in sales strategy development and presentations, and trains, directs and evaluates subordinates in the development and implementation of effective sales strategies.

  • Reviews and analyzes expenditures; develops financial and operations reports to determine requirements for increasing profits. Coordinates activity with appropriate personnel to ensure total projects budgets are met. Makes necessary recommendations and reports regularly to the President of U.S. Engineering Service.

  • Assures timely production of various reports as required by all levels of the organization. These reports should include, but not be limited to: monthly sales, quotation, and activity achievement; monthly preventive maintenance achievement; monthly facilities management achievement, monthly manpower projection; monthly financial summaries; monthly labor and unbilled labor; monthly accounts receivable; and quarterly and year-end review reporting.

  • Partners with the President of U.S. Engineering Service to establish budget for assigned service and facilities management groups. Approves requisitions for equipment, materials, and supplies within limits of budget. May negotiate contracts with equipment and materials suppliers.

  • Trains, directs and evaluates sales force to achieve annual booking goals. Participates with the sales force in the development and implementation of sales campaigns, programs and procedures. Supports subordinates in the use of sales tools, and provides direct sales assistance on key accounts.

  • Responsible for retaining the current preventative maintenance and facilities management customer bases, while growing these markets through effective leadership, training and evaluation of staff. Establish price escalation policies to ensure customer retention while enhancing profit objectives. Minimize cancellation rate by assisting and directing sales and operations to promptly and effectively redeem customer obligations and respond to cancellation notices.

  • Through the effective management of the Service and Facilities Management Account Managers, monitors all billing, and trains subordinate managers, to assure optimum cash flow and expedite payments.

  • Develops and implements an effective credit and collections program. Trains, directs and evaluates subordinates in the effective application of the program. Assesses degree of risk. Approves new accounts according to credit policy. Provides consistent reporting of potential collections issues, and measures implemented to reduce risk.

  • Effectively builds rapport and productive working relationships with strategic customers, vendors and other outside agents. Represents the company’s interest to outside agents to maximize profits. Maintains ongoing relationships with key or critical accounts, and takes a leadership role in customer relations with those accounts, including the resolution of customer complaints.

  • Ensures the compliance of operations personnel with administrative policies, procedures, safety rules, and other regulations.

  • Responsible for the effective management of personnel within the assigned metropolitan area (Denver) - to include sales representatives, project management teams, service technicians, safety personnel, field operations teams, service accounting team, etc. This includes recruitment and selection, performance management, learning and development, succession planning, and the administration of human resources policy and procedure. Works in parallel with other service branch leaders to utilize and share resources.

  • Maintains consistent methods of control and financial accountability for service projects with expected gross margins through the exercise of keen vigilance, which is necessary due to the short duration and volatility of service projects. Understands timing of project work and how it relates to others. Implements and enforces quality project management guidelines and uses appropriate tools to assure quality installations and proper profit.

  • Partners with other corporate and regional leaders to identify and capitalize on potential new business opportunities.

  • Establishes and fosters effective relationships with primary clients, subcontractors, facility managers, etc. to leverage such opportunities. Develops and executes plans for market penetration to assure attainment of profit goals.

  • Leads or works collaboratively with others on community or philanthropic activities.

    Job Scope:

  • The General Manager – Service is responsible for the full scope of management for the Rocky Mountain team, which includes oversight of service and maintenance contracts, service project and repair work, controls and facilities management. This includes a balanced focus on: customers, people, performance, and growth.

  • In addition to managing the Sales team, will be responsible for an assigned individual sales objective in maintenance services, designed to grow the maintenance base.

  • Coordinates closely with the Vice President of Project Development in Rocky Mountain to provide detailed tactical and strategic input on certain project pursuits in U.S. Engineering Construction.

  • Directly involved, either personally or by delegation to a Project or Account Manager, in estimating service, repair, preventative maintenance and facilities management opportunities. Ensures consistency of processes throughout operating unit, including service, repair and maintenance planning and management, manpower scheduling, monthly project forecasting, etc.

  • Works closely with the Vice President of Project Development, as well as Vice President of Operations -- Construction to develop and manage the regional non-divisional budget. Also coordinates closely with other Vice Presidents to “pass off” projects or opportunities that more closely align with the Construction division

  • Expected to participate in the local MSCA or MCA (e.g., labor negotiations, JAC, MSP Program, Oversight committees)

  • Serves as a member of U.S. Engineering Service’s management committee and U.S. Engineering Service’s strategic planning team.

Management Responsibility:

X Supervisor – responsible for hiring, performance management and pay administration for subordinates. List supervised positions: Service Project/Account Management team, Service Support team, Field Operations Manager, Service sales representatives and HVAC and Plumbing Service Technicians

Education:

  • Bachelor’s Degree in Engineering or Construction Science Management is strongly preferred. However, significant industry operations experience will be considered in lieu of a degree.

Experience:

  • 5 years of experience managing P&L in an operations business unit, preferably a mechanical service division.

  • Combination of significant service sales management and/or mechanical service technician experience required.

  • Minimum of 10 years of overall experience in mechanical service or a related industry.

Knowledge, skills, and abilities typically needed for competent performance:

  • Advanced knowledge of various service and facilities management operations methods and management techniques, as well as processes and industry standards that include systems design, installation, pricing, and servicing.

  • Thorough understanding of preventative maintenance processes, large-scale facilities management processes, and the complexities of managing the critical nature of associated client relationships.

  • Possesses deep technical skill in specific areas of operations expertise.

  • Advanced technical knowledge of heating, ventilating and air conditioning systems, as well as plumbing systems.

  • Knowledge of industry best practices in service and facilities management safety practices, as well as the ability to foster a culture of safety excellence.

  • Business acumen, combined with analytical thinking, resulting in ability to manage company’s opportunities, risk, profitability, volume, etc.

  • Skilled at building rapport and productive working relationships with customers, vendors and other outside agents; effectively trains, evaluates, and holds staff members accountable for maintaining excellent customer relations.

  • Ability to evaluate customer organizations and their decision-making processes in order to effectively develop sales strategies around preventative maintenance and facilities management pursuits.

  • Possesses a keen understanding of the service sales cycle and the ability to use appropriate presentations and tools to close sales, as well as coach subordinate sales representatives.

  • Expertise in the process of evaluating and execution of price policy and pricing escalation to ensure customer retention and profitable revenue growth.

  • Ability to develop and effectively utilize methods of accurately measuring operating performance for preventative maintenance and facilities management efforts.

  • Proven ability to effectively manage diverse operational teams (e.g. project teams, functional teams, etc.) to achieve results, despite multiple and changing priorities. Keeps focus on the goal.

  • Excellent leadership and communication skills; proven collaborator able to establish and foster effective professional relationships, internally and externally.

  • Ability to accomplish results through others by leveraging peoples’ strengths, supporting their development, creating clear expectations, setting SMART (Specific, Measurable, Attainable, Relevant, and Time-bound) goals, removing barriers, managing performance and administering accountability relative to established team performance metrics.

  • Excellent time management skills; operates with a sense of urgency.

  • Adaptable and flexible to a changing environment; champions or embraces change when necessary and manages it effectively.

Physical and/or travel demands:

  • Work will be done in a combination of environments; includes office setting, job sites, external meetings, etc. Regular driving to job sites is required - occasional travel to other regional offices (involving overnight stays) may be required.

  • Requires frequent sitting, standing, walking, keyboarding, use of monitor and telephone. Occasional climbing, reaching, stooping and lifting required.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities and job specifications required of employees so classified. U.S. Engineering reserves the right to revise as needed. The job description does not constitute a written or implied contract of employment.

U.S. Engineering is an Equal Employment Opportunity Employer, and shall provide equal employment opportunities to all people in all aspects of employer-employee relations, without regard to race, color, creed, national origin, religion, sex, age, sexual orientation, gender identity, disability or veteran status.