Wilmington General Manager

Job Title: Wilmington General Manager

Department: Wilmington Branch Office

Reports To: Vice President of Service

 

Summary of Position:

Oversee day-to-day management of people and processes to drive financial, operational, sales, and administrative success.  Develop an effective leadership team with the ability to clearly communicate departmental vision and goals.  Build strong, collaborative relationships with internal and external partners.  Lead by example and embody Newcomb’s values: Integrity, discipline, transparency, mutual respect, trust, teamwork, and commitment to safety. 

 

Additionally, as a business growth objective the expectations are to support and work on the development of a HVAC construction offering in this market.  The expectation is to collaborate with Raleigh construction, primarily the VP of Healthcare, on objectives for construction opportunities. Support and assist in building a qualified labor force, general oversight and support of scheduling, forecasting labor needs, continual communication with the Raleigh construction team on new and timely project opportunities.

 

Primary Operations Duties and Responsibilities:

• Oversight of service and construction staff
• Improve operational methods and procedures
• Implement process improvements and periodically perform quality reviews
• Investigate technical and logistical problems deeply with all stakeholders so the most effective solutions can be implemented
• Ensure proper training and compliance review of staff, office and field in accordance with company objectives, procedures, paperwork, quality standards, safety requirements, customer communication, and technical proficiencies
• Review and improve service technician productivity
• Develop customer-focused dispatch protocols and perform efficiency reviews

 

Primary Financial Responsibilities:

• Develop metrics aimed at driving customer value and company profitability
• Work with dispatch, sales, and billing to meet revenue and collections goals
• Administer ongoing management of financial plans and budgets
• Participate in the creation of annual financial plans and budgets

 

Primary Sales Duties and Responsibilities:

• Consult on strategy and tactics to achieve maintenance agreement sales goals
• Facilitate seamless transition from commercial construction to service opportunity
• Build and maintain mutually beneficial relationships with top-tier customers
• Oversee all critical customer service communication
• Optimize the presentation of repair versus replacement options to customers
• Develop and maintain a Best-In-Class customer service training program

 

 

Primary Administrative Responsibilities:

• Lead / oversight of weekly and monthly meetings to include, sales, labor forecasting, scheduling, job reviews, training
• Forecast needs related to staffing, equipment, materials, and supplies
• Ensure all positions are filled with qualified individuals who will assist Newcomb and Company in advancing our mission, maintaining a positive reputation, and achieving goals successfully
• Oversee the annual employee performance evaluations and provide input in compensation adjustments

 

Skills and Qualifications:

• State of North Carolina mechanical licenses, H1, H2, H3 or able to obtain within 12-month period
• Graduate of a 2-year postsecondary program (college or trade school) or 4-year college
• 10+ years’ experience in Sales and/or Business Management
• 3+ years’ experience working in Commercial HVAC sales
• Previous exposure in the HVAC construction market
• Ability to work within a collaborative team, and possess flexibility and adaptability to change
• Strong interpersonal skills and decision-making abilities
• Excellent communication and customer service skills
• Ability to follow up with internal and external customers and meet their expectations
• Strong organizational and written communication skills
• Proficiency in Microsoft Office365
• Ability to learn robust enterprise-wide Service Management Accounting platforms and to train technicians in the systems’ use and applications
• Ability to lead and empower employees
• Experience in Project Management
• Experience in the development of new products and services that compliment core offerings

 

Physical Requirements and Job Environment