General Manager

Pest Authority, LLC; Exton (PA); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Vision insurance

401(k)

401(k) matching

Competitive salary

Dental insurance

Job summary

Fitness Machine Technicians is seeking a General Manager to own the Philadelphia-area branch's operations and finances. The role focuses on a well-run field-service operation, growing a profitable customer base, and leading a strong team to deliver service that keeps machines running while driving branch profitability.

You will oversee scheduling, dispatch, parts, and budget decisions, while reporting results monthly and shaping plans with the VP of Operations.

Qualifications

• Five+ years in operations, service, or branch management with hands-on P&L or budget responsibility.
• Proven ability to lead and grow a team of supervisors, office staff, and technicians.
• Track record of meeting sales, margin, and cost goals, including AR management.
• Success in sales and business development, including landing new commercial accounts and selling preventive-maintenance & service contracts.
• Strong command of field-service operations: dispatch, routing, parts and inventory control, and warranty handling.

Responsibilities

• Oversee branch P&L, pricing decisions, repair budget, parts spending, and monthly reporting to VP Operations.
• Manage daily scheduling, dispatch, and routing to ensure prompt service.
• Maintain high repair-quality standards and first-time-fix metrics; manage customer warranties.
• Grow branch revenue through new commercial accounts and preventive-maintenance programs.
• Lead hiring, onboarding, coaching, and performance reviews for technicians and staff.

Skills

Operations leadership

P&L ownership

Sales growth & BD

Team building

Budget management

CRM / service-management platforms

Communication skills

Driver's license

Education

Bachelor's degree in business, operations, or related field

Tools

CRM systems

Service-management platforms

Forecasting tools

Job description

Benefits:

• Health insurance
• Paid time off
• Vision insurance
• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance

Position Summary

The General Manager owns the operations and the financials of Fitness Machine Technicians' greater Philadelphia branch. Three things decide whether the branch succeeds: a well-run field-service operation, a growing base of profitable customers, and a strong team. The goals are easy to measure, keep customers' machines running, grow the branch, and keep the branch profitable.

Core Responsibilities

Financial Performance & P&L Ownership

• Meet the branch's sales and profit budget targets and hold the team to a consistently high standard of customer service.
• Carry full responsibility for the branch P&L, including pricing decisions, oversight of the repair budget, and approval of parts and equipment spending.
• Track and report branch results monthly - P&L, weekly sales, expenditures, and rolling forecasts - and explain variances to the Vice President of Operations.
• Manage the accounts receivable cycle from accurate invoicing and prompt warranty claims through consistent collections, keeping cash flow healthy.
• Improve gross margin by managing labor productivity, billable-hour utilization, and first-time-fix results.

Service Operations Management

• Oversee daily scheduling, dispatch, and routing so technicians reach residential and commercial customers promptly and complete work efficiently.
• Hold the branch to high repair-quality standards, keep reworks low, and own first-time-fix and turnaround results.
• Confirm every machine is repaired to manufacturer specifications and within warranty terms so customer equipment stays in service.
• Review the measures that define service performance - response time, job completion, revenue per technician, rework - and act on them quickly.

Business Development & Growth

• Assist with local marketing and outreach that win new commercial service agreements and grow the branch's book of business.
• Build dependable, high-margin recurring revenue through preventive-maintenance programs and contract renewals.
• Prospect and close new commercial accounts across the territory: gyms, hotels, universities, corporate fitness centers, and healthcare facilities.
• Keep the sales pipeline current, track every opportunity, and give the Vice President of Operations dependable bookings forecasts.

Team Leadership & Development

• Live FMT's core values: We're in It Together, Do Right Always, Own the Outcome, No Peacocks, and Excellence Is the Standard.
• Hire, onboard, coach, evaluate, and retain fitness machine technicians and administrative staff.
• Provide direction and revisit team goals and objectives on a regular cadence.
• Cultivate a workplace built on performance, safety, ownership, and strong technical skills.
• Grow the team's technical depth through hands-on training, manufacturer certifications, and cross-training.
• Balance staffing and scheduling to meet demand without letting labor costs drift.

Customer Relationship Management

• Lead the branch's customer service response, stepping in to resolve escalated complaints and protect customer satisfaction.
• Negotiate and honor Service Level Agreements with corporate accounts such as gyms, hotels, and universities.
• Grow and retain both commercial and residential customers throughout the territory.
• Act as the senior escalation point for major accounts and personally lead the effort to win back relationships that are at risk.

Inventory & Vendor Relations

• Control parts inventory so jobs close quickly, while limiting shrinkage and dead stock.
• Develop strong ties with vendors and manufacturers to secure fair pricing, dependable parts supply, and warranty support.
• Approve purchasing and keep inventory investment aligned with the branch budget.

Strategic Planning

• Work with the Vice President of Operations to shape plans that lift branch and market performance and support the company's broader goals.
• Revisit branch objectives on a set schedule and adjust the plan as needed to stay on target.

Compliance & Safety

• Ensure field and shop practices meet safety requirements and applicable liability standards.
• Keep the branch current on licensing and certifications required by city and state authorities.
• Manage branch-level HR compliance in line with company policy.
• Keep the service fleet maintained and insured, and hold the facility, tools, and diagnostic equipment to safe operating condition.

Required Qualifications

• At least five years in operations, service, or branch management, with hands-on P&L or budget responsibility.
• A clear ability to lead and grow a team of supervisors, office staff, and technicians.
• A proven record of meeting sales, margin, and cost goals, including sound accounts receivable management.
• Demonstrated success in sales and business development, including landing new commercial accounts and selling preventive-maintenance and service contracts.
• A solid command of field-service operations: dispatch, routing, parts and inventory control, and warranty handling.
• Working proficiency with service-management platforms, CRM systems, and everyday business and reporting software.
• Strong communication, problem-solving, and relationship-building skills.
• A valid driver's license and a clean driving record.

Preferred Qualifications

• A history of expanding a branch or territory through new accounts and contract sales.
• Enough mechanical or electronics knowledge to evaluate technician work with credibility.
• Manufacturer service certifications, or the ability to earn them quickly.
• A bachelor's degree in business, operations, or a related field, or equivalent professional experience.