About Us
We design, build, operate, and maintain commercial heating, ventilation and air conditioning systems that help clients acheive healthy, productive, and efficient working environments.
Job Summary
MSI is a full service HVACR contractor offering an array of energy efficient air-conditioning services from concept to completion, maintenance to repair and everything in between. With more than 50 years of service under our belt, MSI continues to be recognized for our visionary leadership and superior craftsmanship in the design and installation of energy-efficient cooling systems.
MSI seeks talented performers and offers a challenging and rewarding work environment that emphasizes teamwork, results, and most importantly honesty and integrity. We value our employees and are committed to attracting highly skilled, talented individuals to join our strong, family oriented workforce and to help us build on our success.
We are a Drug Free Workplace and an Equal Opportunity Employer.
Job Title: General Manager of Service Group
Department: Service
FLSA Status: Exempt
Reports to: Vice President of Service and Sales
Salary: Commensurate with experience + Benefits
JOB SUMMARY: MSI seeks a General Manager to be fully accountable for leading, growing, and expanding the service business across the North Florida region. This role owns the strategic and operational performance of the division, with direct responsibility for revenue growth, profitability, customer retention, and market expansion. The GM drives business results by overseeing the full P&L, optimizing operational efficiency, and ensuring high‑quality service delivery.
A central focus of this position is to accelerate business growth, leveraging the sales team for support in identifying, developing, and securing new service opportunities and renewals. The GM partners closely with Sales to strengthen pipeline activity, advance large opportunities, and maximize service agreement retention and expansion.
In addition to growth leadership, the GM oversees service agreement performance, ensures customer satisfaction, and manages operational processes, labor allocation, recruitment of technicians, cost control, and financial reporting. This role also leads a diverse team including office staff, technicians, and support personnel-promoting a strong safety culture, employee engagement, and performance accountability.
The GM serves as the region's primary business leader, representing the organization with clients, vendors, and industry groups while ensuring regulatory compliance and high standards of service excellence.
Essential Duties & Responsibilities
ESSENTIAL FUNCTIONS:
Financial & Operational Management
P&L Oversight
* Own service division P&L: revenue, gross margin, overhead, profit.
* Monitor financial metrics, identify trends, and take corrective action.
* Participate in monthly management business reviews.
* Oversee accounts receivable.
Operational Efficiency
* Optimize labor and resources for operational demands.
* Review job batch billings in COINs daily.
* Approve POs and cost postings in COINS.
* Review Service, Operations, and Sales Dashboards weekly.
Service Agreements & COINS
* Onboard new service agreements; coordinate COINs setup.
* Run/upload COINs reports to SharePoint.
* Manage and understand COINS P&L data.
* Review open orders, material costs, miscellaneous costs.
* Review and set labor rates.
* Monitor/analyze service agreement margins; optimize resource allocation, labor efficiency, cost management.
Service Agreement Retention
* Drive retention/renewal by engaging clients and providing proactive solutions.
* Collaborate with Client Success Specialist for personalized strategies.
* Monitor agreement performance and compliance; address renewal-impacting issues.
* Work with Service Coordinator to implement value-added services.
* Conduct regular reviews for upselling/enhancing services.
* Strive for 85% PM compliance (actual vs. booked hours).
* Conduct regular on-site visits for quality, satisfaction, and safety.
Sales & Renewals
* Support large service opportunities and agreements.
* Manage renewals: pricing, agreement review, tasking.
Customer & Sales Support
Customer Satisfaction
* Address escalated complaints and quality issues promptly.
* Ensure compliance with preventative maintenance obligations.
Sales Collaboration
* Assist Sales team with opportunity growth.
* Participate in service sales review; support large opportunities/agreements.
* Coordinate monthly service agreement renewal meetings.
Team Leadership & Development
Leadership & Culture
* Promote ethical business culture and strong safety culture.
* Encourage collaboration and teamwork.
* Collaborate with other managers/leaders.
HR & Performance Management
* Coordinate hiring/termination of service office employees.
* Implement disciplinary action as needed.
* Conduct office performance reviews.
Technician Engagement
* Foster positive relationships with technicians; regular communication and recognition.
* Seek feedback and address concerns promptly.
* Organize team-building activities/outings.
* Schedule one-on-one meetings/lunches for technician development.
Administrative & Reporting
Meetings & Reviews
* Participate in monthly management safety communication meetings.
* Coordinate weekly meetings on A/R and open job status.
* Conduct monthly business reviews with senior management.
Documentation & Systems
* Assist with collections for past due invoices.
* Approve tool purchases over $100.
Other Tasks
Hiring & HR
* Obtain approvals for new hire requisitions.
* Determine appropriate labor mix.
* Generate job descriptions.
* Evaluate job pay based on performance.
* Conduct new hire orientation and performance reviews.
* Manage union-related matters (wages, grievances).
Safety
* Conduct quarterly safety meetings.
* Ensure compliance with branch safety requirements.
* Oversee individual KPA training.
Additional Responsibilities
* Review and approve office payroll.
* Conduct COINs billing reviews.
* Develop service agreement growth strategy.
* Mentor Client Success Specialist.
Strategic Asset & Fleet Management
* Oversee acquisition, maintenance, and safety compliance of service vehicle fleet.
* Develop strategies for truck stock, refrigerant, and warehouse inventory to reduce second trips and improve first-time fix rates.
Specialized Technical & Regulatory Compliance
* Ensure strict EPA compliance for refrigerant handling (Section 608) and disposal.
* Formalize hand-off process between New Construction/Projects and Service teams for warranty and long-term maintenance.
Market Expansion & Community Relations
* Represent company in trade associations (UA, ASHRAE, MCAA) to stay ahead of industry trends/codes.
* Manage high-level relationships with major vendors.
Qualifications
QUALIFICATIONS:
* 5-7+ years of leadership experience in HVACR service operations, facilities services, mechanical contracting, or a related technical services environment.
* Proven P&L management experience, including budgeting, forecasting, margin analysis, and revenue growth accountability.
* Demonstrated success leading field technicians, coordinators, and office staff in a service‑based business.
* Experience managing service agreements, renewals, customer retention programs, and operational KPIs.
* Strong understanding of dispatching, labor planning, resource allocation, and workflow optimization in a service division.
* Valid driver's license.
* Proficiency with business software tools, including CRM systems, Excel, Word, and ERP (COINS preferred).
* Excellent communication skills, both written and verbal, with the ability to address customer issues, lead teams, and present to senior leadership.
* Ability to perform required physical activities, such as standing, climbing ladders, and lifting 25+ lbs. when conducting site visits.
SAFETY RESPONSIBILITIES:
* Each employee has a responsibility for their own safety, the safety of their co-workers, and the community in which they are operating.
* In the performance of duties and responsibilities, you are expected to observe all safety, health, and loss prevention rules, practices, and procedures, as well as specific instructions related to the safe and efficient performance of your work.
* An effective and viable safety, health, and loss prevention program will be attained only when all employees are safety conscious and keenly aware, both mentally and physically, of the potential hazards of your environment.
We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled
Notice to prospective employees: There have been fraudulent postings and emails regarding job openings. EMCOR Group and its companies list open positions here. Please check our available positions to confirm that a post or email is genuine.
EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR's normal application process - it is probably fraudulent.
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Equal Opportunity Employer
As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled
Affirmative Action Policy
Please review our Affirmative Action Policy.
Notice to Prospective Employees
Notice to prospective employees: There have been fraudulent postings and emails regarding job openings. EMCOR Group and its companies list open positions here. Please check our available positions to confirm that a post or email is genuine. EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR's normal application process - it is probably fraudulent.
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