General Manager/Service – Middletown, CT

General Manager Job Description

REPORTS TO:    Executive Vice President

SUBORDINATES: Sales Reps, Service Managers, Office Manager, Department Heads.

Meet planned growth, profit, maintenance base and customer retention goals through management of subordinate organization and implementation of the company’s systems while redeeming customer obligations in a timely, cost effective, high quality manner.



Develop annual plan for bookings, sales activity, sales cost, G&A cost, actual gross profit, maintenance base and net operating income according to established procedures.  Provide descriptions of the methods that will be used to assure redemption of plan.  Redeem annual plan through effective management of subordinate organization.


Train, direct and evaluate subordinates to achieve annual booking goals.  Participate with the sales force in development and implementation of sales campaigns, programs and procedures.  Support subordinates in the use of sales tools.  Provide direct sales assistance on key accounts.

Establish pricing policy and audit proposals to insure they meet company policy and profit goals.  Train, direct and evaluate subordinates to properly evaluate, survey and price service agreements and all other work.

Understand customer organization and decision making process to effectively participate in strategy development and presentation.  Train, direct and evaluate subordinates in the development and implementation of effective sales strategies.

Train, direct and evaluate staff in effectively evaluating and selling price escalations.  Establish escalation policy to assure customer retention while maintaining profit objectives.  Minimize cancellation rate by assisting and directing sales and operations to promptly and effectively redeem customer obligations and respond to cancellation notices.

Train, direct and assist subordinates to increase existing customer maintenance coverage and/or services.  Establish target and key accounts, and develop methods to track those accounts

Evaluate current market (i.e., market share, geography, customer’s service mix, etc.)  Identify new markets.  Develop and execute a plan for market penetration which assures attainment of profit goals.  Assign sales force appropriately.

Build rapport and productive working relationships with customers. Maintain ongoing relationships with key or critical accounts, and take a leadership role in customer relations with those accounts.  Train, direct and evaluate staff to promptly and effectively resolve customer complaints.  Participate with subordinates in resolution of customer complaints where necessary.  Take personal responsibility to visit with customers regularly, and to become personally involved with any account where cancellation of services is at risk.


Delegate and organize work of others by position description and procedures.  Get subordinates to accept responsibility and agree on assigned, written objectives.  Effectively audit performance of subordinates and follow-up.  Recommend appropriate personnel actions (i.e., hiring, firing, promotion, compensation, etc.).   At a minimum, assure performance reviews are completed for all service department personnel annually.

Motivate and train subordinates.  Develop and implement programs to improve skill deficiencies of individual subordinates and subordinate organizations as a group.

Follow good time management practices.  Train, direct and evaluate subordinates in time management when necessary.  Assign goals to subordinates and measure performance.

Train, direct and evaluate staff regarding all assignments to assure customer satisfaction and redemption of plan.  Through subordinates, assure proper manpower loading to achieve maximum efficiency while meeting quality standards.

Understand timing of work and how it relates to others.  Train, direct, evaluate and assist subordinates in the development, communication and redemption of schedules.  Implement and enforce quality project management guidelines, and use appropriate tools effectively to assure quality installations and proper profit.

Train, direct and evaluate subordinate organization in the preparation of prompt, clear, concise and complete documentation and paperwork.  Audit proposals, job packages and company paperwork to assure quality.

Train, direct and evaluate subordinates in providing materials, directions, tools and logistical support to the field personnel to maximize output per hour.  Motivate subordinates to properly staff jobs to control labor costs.  Redeem gross profit objectives.


Monitor all billing to assure optimum cash flow.  Expedite payments.  Train, direct and evaluate subordinates to assure optimum cash flow.

Train, direct and evaluate subordinates in the effective application of credit and collections program.  Assess degree of risk and approve new accounts.   Provide consistent reporting of potential collections issues, and measures implemented to reduce risk.

Establish purchasing policy.  Train, direct, evaluate and assist subordinates to assure availability and lowest cost in purchasing.  Manage purchasing process to assure quality costing and billing processes.

Develop and assure compliance with approved budget.   Monitor expenses, and investigate variances to resolve potential issues.


Communicate effectively, efficiently, and professionally both within the organization and to outside agents (customers, vendors, etc.) in order to promote the best interests of the company and foster teamwork and help maintain the company’s professional image in the marketplace.  Ensure all staff communicate effectively in accordance with the company’s Professional Communications Policy.

Maintain ultimate accountability for the company’s performance.  Hold subordinates accountable for following through on their commitments and communicating effectively when they cannot.  Ensure the entire organization maintains a culture of accountability and professionalism.

Possess or develop a competent understanding of systems for both project and maintenance agreements.  Be able to effectively price and recommend maintenance programs.  Train, direct and evaluate subordinates regarding systems knowledge to minimize risks.

Regularly review operating and sales policies, procedures and methods.  Measure effectiveness of existing programs, identify problems or weakness and establish new methods or corrective action.  Establish policies and procedures necessary for internal administration.

Assure timely production of reporting as required by all levels of the organization.   These reports should include, but not be limited to:

  • Monthly Sales, Quotation, and Activity Achievement.
  • Monthly PM Hours reports
  • Monthly Manpower Projection Reports
  • Monthly Project Status Reports
  • Monthly Financial Summaries and Financial Statements
  • Mid-Year and Year-End Review Reporting

Build rapport and productive working relationships with vendors and other outside agents.  Effectively represent company’s interest to outside agents to maximize profits.

Build and maintain rapport and positive working relations with all inter-company, intra-affiliate, and internal  staff to resolve problems, capitalize opportunities and maximize revenue and profit.

Provide support for any special projects as assigned by your supervisor.  These special projects, at the determination of your supervisor, may or may not become part of this position’s primary responsibilities.


Behavioral Expectations:  The knowledge skills and personal attributes needed to attain the results expected from a top performing Company executive.

Champions the Company Version of World-Class Customer Service
Articulates, demonstrates, and drives by one’s actions a clear vision for delivering client intimacy.  Consistently exceeds client expectations, both internally and externally; does whatever it takes to meet client commitments, even under the most adverse conditions.

Knows the Client/Market
Acquires and demonstrates a strong understanding of client issues and relevant market knowledge.  Effectively uses that information in project planning.  Constantly works to maintain a high level of expertise in the client’s industry and remain current on their issues.

Grows and Develops Others
Is passionate about developing team members; pushes people to stretch their limits and actively learn and grow.  Is always on the lookout for learning opportunities for team members.  Provides meaningful feedback on a consistent basis to ensure both that team members are on the right track and that they receive recognition for work well dome.  Plans for the professional development of team members, identifying areas for individual development, providing access to the needed experiences and tools, and providing ongoing feedback.  Pushes self to stretch their limits and actively learn and grow, serving as a role model for others.

Drives Communication
Drives effective communication both internally and externally by inviting contact, communicating in a manner that reflects an understanding to the style, preferences and needs of others, setting realistic expectations, and being open to feedback.  Also runs effective meetings and coaches job team members to do the same.  Provides the information, in a timely manner, that others need to do their work and feel good about being a member of the team.

Interpersonal Savvy
Handles challenging interpersonal situations effectively.  Acts cool under pressure and can be counted on to hold things together during tough times and can manage personal stress.  Steps up to conflict, helping team members (including co-workers, subs, vendors, and the design community) find common ground and get cooperation with minimum noise.

Builds a Team
Ensures that team members work well together and communicate effectively.  Makes roles and responsibilities clear; demonstrates trust in team members; helps to resolve conflicts; keeps team members informed and represents and supports the team effectively to the rest of the Company.

Demonstrates a Sense of Urgency
Sets high expectations and achieves them regardless of the barriers.  Demonstrates a passion for one’s work; enjoys working hard and is full of energy.  Acts with an insatiable need to get things done; can be counted on to get things done on time and with excellent quality and results.  Takes ownership for all aspects of a project.  Pays attention to the details to make sure the job gets done right.  Uses sound judgment in setting priorities – works on the highest priorities first and coaches others to do the same.

Has a Long-Term View
Takes a board view when making decisions considering the various consequences and implications.  Thinks about the long-term interests of Company when making financial decisions, developing relationships (clients, subs, vendors, design community, and co-workers), and developing staff.

Acknowledges Mistakes
Does whatever it takes to correct mistakes.  Turns potentially damaging situations into loyalty-building situations by being forthright and taking a problem-solving attitude when mistakes are made.  Acknowledges and takes responsibilities for own mistakes and actively seeks ways to share lessons learned, i.e., job debrief meetings, etc.  Is able to fail and get right back up.

Integrity and Trust
Is widely trusted; is viewed as someone who does “the right thing” under the most trying of circumstances, and is forthcoming with information and doesn’t misrepresent for personal protection.  Demonstrate the highest standards of ethical conduct.  Serves as a role model; does not ask anyone to do something they personally are not prepared to do.  Acts with humility consistently shelving one’s ego.  Deals with touch issues head on and gives others credit for work well done – gives others the limelight.

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