General Manager – Field Service Operations

Job Description

General Manager | Main Line Brands

The Tone:
This is a full-time role at Main Line Brands, located in Philadelphia, PA. Main Line Brands operates the Fitness Machine Technicians’ greater Philadelphia branch, where this role is based. The General Manager is critical to the branch’s success, directly owning operations and financials to ensure a well-run field-service, a growing base of profitable customers, and a strong, skilled team. This position directly impacts customer satisfaction by keeping fitness machines running and drives the branch’s overall profitability.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, Philadelphia, PA

• Team: Leads a team of 5-15 technicians and administrative staff; reports to the Vice President of Operations.
• Mission: Owns the operations and financials of Fitness Machine Technicians’ greater Philadelphia branch to ensure success and profitability.
• Tech Stack: Service-management platforms, CRM systems, and everyday business and reporting software.

What You’ll Actually Do
• Financial Oversight: Manage the branch’s P&L, ensuring financial targets are met and optimizing profitability through effective cost and revenue management.
• Service Operations: Direct all field service operations, from daily scheduling and dispatch to maintaining high repair quality and first-time-fix rates.
• Business Growth: Drive business development by prospecting and securing new commercial accounts and expanding recurring revenue through service agreements.
• Team Leadership: Lead, hire, and develop a team of 5-15 technicians and administrative staff, fostering a culture of skill, safety, and accountability.
• Customer Relations: Oversee customer relationship management, resolving escalated complaints and nurturing strong ties with key commercial and residential accounts.

The Must-Haves
• Background: At least five years in operations, service, or branch management, with hands-on P&L or budget responsibility, and a clear ability to lead and grow a team.
• Experience: 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 service contracts; solid command of field-service operations, including dispatch, routing, parts, inventory control, and warranty handling; a valid driver’s license and clean driving record.
• Skills: Working proficiency with service-management platforms, CRM systems, and everyday business and reporting software; strong communication, problem-solving, and relationship-building abilities.
• Bonus: A history of expanding a branch or territory through new accounts and contract sales; sufficient mechanical or electronics knowledge to evaluate technician work; 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.