Service Manager
Generac · Wixom
We are Wolverine Power Systems, a leader in industrial power solution sales, service, and rentals.
Powering Michigan since 1997, we pride ourselves on an ongoing tradition of providing excellent products and outstanding service for our customers. We are a full-service distributor of Generac equipment and solutions providing sales, service and rentals.
Primary Purpose
The Service Manager will report to the Branch Manager and is responsible for the Energy Systems service department, including its personnel, growth, and overall performance. In partnership with the Branch Manager, the Service Manager will oversee all revenue, Key Performance Indicators, equipment sales support and Environmental Health & Safety expectations set forth. Key responsibilities include driving technical excellence across the service organization by ensuring advanced problem resolution, technical leadership, and team development through Field Supervisors. This role will serve as the primary technical liaison for electrical contractors, Generac owners, and internal stakeholders.
Major Responsibilities
- Directly manage Field Supervisors, focusing on coaching, mentoring, and technical skill advancement.
- Oversee technician certification programs and ensure compliance with Generac training requirements.
- Review and manage the weekly status of revenue, invoicing, KPI’s & EH&S requirements.
- Manage all department personnel for matters including, but not limited, employment, compensation, EH&S and fleet.
- Enhance customer confidence by delivering timely, expert-level technical support by coordinating technician schedules and resource allocation to meet customer demands.
- Manage service workflows to ensure jobs are completed on time, within budget, ensuring adherence to Generac quality standards and warranty guidelines.
- Lead root cause analysis for recurring technical problems and implement corrective actions.
- Serve as the technical liaison for major projects, commissioning, and troubleshooting; and as department liaison between equipment sales, fabrication, parts and the service team.
- Work with the Environmental Health & Safety Department to ensure compliance with safety protocols, industry standards, and company policies.
- Serve as the final escalation point for complex diagnostic, repair, warranty issues and customer issues and complaints, ensuring swift resolution.
- Provide technical expertise and guidance to customers, electrical contractors, and engineers regarding generator solutions.
- Coordinate with the Parts Department to ensure all materials are available for customer support.
- Work with third party vendors to support all required service delivery matters.
- Invoice completed work orders while monitoring GP goals
- Assist quoting service repair jobs and recommended repairs
- Maintain an up-to-date knowledge of generator system technology, including competitive industries
- Support of other Service departmental roles on an as needed basis
- Conduct performance management of all level technicians
- Review and approve Timecards and PTO
Minimum Job Requirements
Education
- Bachelor’s Degree in a Management or Business discipline or equivalent years of experience.
Certification / License
- Valid Driver License
Work Experience
- 3-5 years overseeing operations experience in one or more of the following areas: retail, education, rental, military, hospitality management, rental, or other commercial service operation.
Knowledge / Skills / Abilities
- Strong technical knowledge of diesel, natural gas, and propane gas generator systems.
- Basic knowledge of electrical theory and troubleshooting
- Ability to read technical manuals, schematics, and wiring diagrams
- Proficiency in Microsoft Office Suit (Word, Excel, PowerPoint, Outlook).
- Strong Leadership and Team management skills.
- Excellent Organizational and problem-solving abilities.
- Effective communication skills (both written and verbal).
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Customer service mindset and ability to handle escalated service issues.
Preferred Job Requirements
Education
- Bachelor’s Degree in a Management or Business discipline.
Certification / License
- N/A
Work Experience
- 7+ years overseeing operations experience in one or more of the following areas: retail, education, rental, military, hospitality management, rental, or other commercial service operation.
- 5–7 years in generator service, electrical contracting, or industrial power systems.
Knowledge / Skills / Abilities
- In-depth understanding of NFPA codes, NEC, and EPA regulations related to generator Installations.
- Advanced diagnostics skills on complex generator control systems (e.g., paralleling systems, ATS control logic).
- Familiarity with remote monitoring technologies and loT platforms for generators.
- Experience implementing service process improvements and KPIs.
- Budgeting, profit and loss, and resource planning experience.
- Skilled in conflict resolution and performance management.
- Proficiency with service management software (FieldServio).
- Strong business acumen with a focus on customer satisfaction and retention.
Physical Requirements and Working Conditions
Office Environment:
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”