General Manager – Residential Electrical Services
Mister Sparky of Westwood and Mahwah
Job Summary
We are seeking an experienced, hands-on General Manager to oversee the daily operations and growth of our residential electrical-service business. In this role, you will lead our electricians and administrative team, optimize operational systems and processes, and drive revenue growth, efficiency, and profitability while maintaining high standards for customer service, safety, and compliance.
The General Manager will be accountable for budgeting, profit-and-loss performance, employee development, and execution of the company’s operational and growth objectives. The ideal candidate has an analytical mind, a deep understanding of business and financial principles, and a proven track record of managing teams and improving business performance, preferably in electrical services or a related home-services industry.
Responsibilities
- Oversee all day-to-day operational aspects of the business, including field service, scheduling, dispatch, customer service, fleet readiness, and administrative coordination.
- Create and execute strategic and operational goals in partnership with the owner.
- Be accountable for revenue growth, budgeting, cost control, and profit-and-loss performance.
- Implement systems, processes, and procedures that increase efficiency, productivity, and profitability.
- Lead, manage, and hold electricians and administrative staff accountable for performance, professionalism, and customer service.
- Recruit, interview, onboard, coach, and develop employees to support business growth.
- Monitor technician performance and coordinate technical training and workmanship reviews with the responsible licensed electrical supervisor.
- Oversee warehouse operations, purchasing, tools, equipment, and inventory control to ensure technicians have the resources needed to complete jobs efficiently.
- Examine financial data, develop budgets and forecasts, and recommend corrective action when performance falls short of goals.
- Set and monitor key performance indicators and provide the owner with regular operational and financial reports.
- Coordinate marketing efforts, lead follow-up, and customer-retention initiatives to increase booked appointments and profitable sales.
- Resolve escalated customer concerns and monitor customer feedback, service quality, and workmanship-related callbacks.
- Manage operational compliance processes and coordinate licensing, permitting, inspections, and technical requirements with the responsible qualified personnel.
- Maintain franchise standards and promote a culture of safety, integrity, accountability, and continuous improvement.
- Recommend staffing, vehicle, equipment, and capacity investments based on business demand and financial performance.
Qualifications
- Previous experience as a General Manager, Operations Manager, Branch Manager, or Service Manager; residential electrical, HVAC, plumbing, or related home-services experience is strongly preferred.
- In depth Service Titan experience required
- Ability to maintain a high level of professionalism
- Proven ability to lead field technicians and administrative staff in a service-oriented business.
- Deep understanding of organizational effectiveness, operations management, and sound business practices.
- Ability to analyze financial data, manage a profit-and-loss statement, and create budgets and financial forecasts.
- Demonstrated success improving revenue, profitability, operational efficiency, or customer satisfaction.
- Strong recruiting, coaching, team-development, and performance-management skills.
- Excellent verbal and written communication, organizational, and problem-solving skills.
- Ability to establish priorities, make practical decisions, and follow through in a fast-paced environment.
- Proficiency with field-service management software, spreadsheets, and business reporting tools.
- Commitment to ethical sales practices, quality workmanship, workplace safety, and exceptional customer service.
- Valid driver’s license and ability to visit job sites and support field operations.
- Bachelor’s degree in Business, Management, or a related field is preferred; equivalent relevant experience will be considered.
Performance Goals and KPIs
Performance will be evaluated against an agreed scorecard, with targets established in partnership with the owner:
- Revenue growth: Achieve approved monthly, quarterly, and annual revenue goals.
- Profitability: Meet operating-profit and gross-margin targets while controlling expenses.
- Technician productivity: Improve completed revenue per staffed technician day, scheduling efficiency, and effective use of service capacity.
- Sales effectiveness: Improve qualified service-opportunity conversion and timely follow-up on outstanding estimates.
- Customer experience: Maintain strong customer feedback and timely resolution of complaints.
- Workmanship: Monitor and reduce attributable callbacks through coaching, training, and quality review.
- Team development: Meet approved hiring goals, support employee retention, and complete onboarding and coaching milestones.
- Operational discipline: Maintain accurate job documentation, timely invoicing, collections follow-up, inventory controls, and reliable reporting.
- Safety and compliance: Complete required training, encourage prompt reporting, and address identified issues through documented corrective action.
