General Manager sought for Residential HVAC & Plumbing Services Firm in the Huntington / Ashland Corridor of West Virginia
For more than 30 years, our client has proudly provided excellent service with a commitment to quality in all that they do. They specialize in all aspects of HVAC services including Heating, AC, Air Quality, and refrigeration for both residential and commercial applications. Currently, they seek a General Manager to be responsible for the overall leadership, operational performance, profitability, customer satisfaction, and employee engagement of Ashworth Heating, Cooling & Plumbing. This role leads a team of approximately 40 employees across HVAC and Plumbing operations, including service, installation, dispatch, customer service, warehouse, and field leadership.
The General Manager will drive revenue growth, operational excellence, safety, employee development, and customer satisfaction while ensuring alignment with company goals, culture, and financial objectives. The ideal candidate is a hands-on leader with strong experience in residential home services, team development, and business operations.
KEY RESPONSIBILITIES
Operational Leadership
- Provide strategic and day-to-day leadership for all HVAC and Plumbing operations.
- Ensure efficient scheduling, dispatching, installation, service, and customer support processes.
- Monitor operational KPIs and implement action plans to improve performance.
- Drive accountability and continuous improvement throughout the organization.
- Maintain high standards for workmanship, customer experience, and operational efficiency
Financial Management
- Own and manage the branch P&L.
- Develop and execute plans to achieve revenue, gross margin, EBITDA, and profitability goals.
- Review financial statements, budgets, forecasts, and operational metrics regularly.
- Control labor costs, material costs, vehicle expenses, and overhead expenditures.
- Identify opportunities for revenue growth and operational efficiencies.
Team Leadership & Development
- Lead, coach, and develop department managers, supervisors, and team members.
- Foster a culture of accountability, teamwork, safety, and continuous learning.
- Support recruiting, hiring, onboarding, and retention efforts.
- Conduct regular performance reviews and development discussions.
- Build succession plans for key leadership positions.
Sales & Growth
- Partner with sales and operational leaders to achieve growth objectives.
- Monitor conversion rates, average ticket, maintenance memberships, and sales performance.
- Identify opportunities to expand market share within the service area.
- Support marketing initiatives and community engagement activities.
Customer Experience
- Ensure exceptional customer service and maintain high customer satisfaction scores.
- Resolve escalated customer concerns in a timely and professional manner.
- Monitor online reviews, customer feedback, and service quality metrics.
- Promote a customer-first culture throughout the organization.
Safety & Compliance
- Promote and enforce all company safety policies and procedures.
- Ensure compliance with OSHA, state, local, and company regulations.
- Maintain vehicle, fleet, licensing, and operational compliance standards.
- Conduct regular safety meetings and operational audits.
Performance Metrics: The General Manager will be accountable for key business metrics including:
- Revenue Growth
- EBITDA Performance
- Gross Margin
- Labor Efficiency
- Service & Installation Productivity
- Customer Satisfaction Scores
- Employee Retention
- Safety Performance
- Maintenance Membership Growth
- Opportunity Conversion Rates
Qualifications
Required
- Minimum 5 years of leadership experience within residential HVAC, Plumbing, Electrical, or home service industries.
- Proven experience managing P&L responsibility.
- Demonstrated success leading multi-department teams.
- Strong financial acumen and ability to analyze business performance.
- Excellent communication, leadership, and coaching skills.
- Valid driver’s license and acceptable driving record.
Preferred
- Experience managing residential HVAC and Plumbing operation.
- Experience leading teams.
- Knowledge of service management software and operational reporting tools.
- Bachelor’s degree in Business, Management, or related field (preferred but not required).
Core Competencies
- Leadership & Accountability
- Strategic Thinking
- Financial Acumen
- Operational Excellence
- Team Development
- Customer Focus
- Change Management
- Problem Solving
- Communication Skills
- Results Orientation
