The Office Manager / Branch Operations Manager is a key leadership role responsible for overseeing the daily operations of a generator sales and service branch. This position serves as the central point of coordination between sales, service, administration, and customer support functions to ensure operational excellence, customer satisfaction, and business growth.
The successful candidate will directly manage the Sales Manager and Service/Technician Manager while overseeing office administration, resolving customer concerns, and driving accountability across all branch operations. This role is designed as a developmental leadership position with a clear path toward promotion to General Manager based on performance, business growth, and leadership capability.
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Manage day-to-day branch operations to ensure efficient and profitable performance.
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Provide leadership, coaching, and accountability to the Sales Manager and Service/Technician Manager.
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Monitor branch performance metrics, revenue goals, service KPIs, customer satisfaction, and operational efficiency.
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Facilitate communication between departments to ensure seamless execution of sales, installation, maintenance, and service activities.
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Implement and maintain company policies, procedures, and safety standards.
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Support strategic growth initiatives and process improvement opportunities.
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Supervise and support department managers and administrative staff.
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Conduct regular team meetings to review performance, priorities, and operational challenges.
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Assist with recruiting, onboarding, training, and employee development.
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Foster a positive, professional, and customer-focused work environment.
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Address performance concerns and provide constructive coaching when needed.
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Serve as the primary escalation point for customer complaints and service issues.
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Investigate customer concerns and coordinate timely resolutions.
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Ensure exceptional customer experiences throughout the sales and service lifecycle.
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Develop and maintain strong customer relationships to encourage retention and referrals.
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Monitor customer feedback and implement corrective actions when necessary.
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Partner with the Sales Manager to support revenue growth, customer acquisition, and sales performance.
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Work closely with the Service/Technician Manager to ensure service quality, scheduling efficiency, and customer satisfaction.
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Review project timelines and installation schedules to ensure commitments are met.
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Assist with contract administration, proposal review, and customer communication when needed.
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Oversee all office administrative functions, including:
- Customer records management
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Billing and invoicing coordination
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Vendor communication
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Inventory and office supply management
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Reporting and documentation
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Prepare and maintain operational reports and dashboards.
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Support budgeting, expense monitoring, and financial performance tracking.
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Ensure compliance with company policies and regulatory requirements.
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Identify opportunities to improve operational efficiency and profitability.
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Support market expansion and branch growth initiatives.
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Assist in developing annual business plans and performance objectives.
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Prepare for advancement into a General Manager role through increasing operational and financial responsibility.
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5+ years of management, operations, office management, or business leadership experience.
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Proven experience supervising managers and cross-functional teams.
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Strong customer service and conflict-resolution skills.
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Excellent organizational and administrative abilities.
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Strong leadership, communication, and problem-solving skills.
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Proficiency with Microsoft Office Suite and business management software.
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Ability to manage multiple priorities in a fast-paced environment.
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Experience in generator sales, power generation, electrical, construction, industrial equipment, HVAC, or related industries is a plus!
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Experience managing service operations and technical teams.
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Knowledge of budgeting, P&L management, and operational reporting.
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Bachelor's degree in Business Administration, Management, Operations, or a related field.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.
