Description

Location: Central - East US / Hybrid

Reports To: VP, Systems Integration

About GenServe

GenServe, LLC is the nation’s leading independent provider of scheduled and emergency power generator maintenance, repair, and sales. We serve commercial customers across various industries throughout the United States. Headquartered in Plainview, NY—with branch offices in New Jersey, Pennsylvania, Illinois, Florida, California, and Texas—GenServe continues to accelerate its growth through organic expansion and strategic acquisitions.

Established in 1990, GenServe has the largest team of EGSA-certified technicians in the Northeast and is expanding rapidly into new markets. Our robust service platform provides a one-stop shop for all commercial generator maintenance needs.

Position Summary

The East Coast Operations Director leads all field service, maintenance, project deployment, and customer support operations for Uninterruptible Power Supply (UPS) systems across the eastern United States. This senior leadership role is responsible for the performance, reliability, and growth of a complex multi-state service organization supporting data centers, healthcare facilities, financial institutions, government agencies, and other mission-critical environments. The Director oversees a team of field service engineers, project managers, and technical specialists, ensuring that all UPS installations, preventive maintenance programs, and emergency response activities meet the highest standards of quality, safety, and customer satisfaction.

Key Responsibilities

Field Service Operations & Technical Delivery

• Direct all UPS field service activities across the East Coast region, including installations, commissioning, preventive maintenance (PM), corrective maintenance, and emergency response for systems ranging from small-frame single-phase units to large-scale three-phase systems (10 kVA–4+ MVA).
• Establish regional service dispatch protocols, technician routing strategies, and SLA compliance frameworks to meet contracted response time obligations (e.g., 4-hour, 8-hour, next business day).
• Oversee management of battery replacement programs, capacitor aging schedules, firmware upgrades, and load bank testing across the regional install base.
• Ensure technical readiness of all field service engineers through structured training, OEM certification tracking, and competency assessments.
• Coordinate with the NOC (Network Operations Center) and remote monitoring teams to proactively identify at-risk systems and dispatch field resources accordingly.

People Leadership & Workforce Development

• Lead, mentor, and develop a regional team of District Service Managers, Field Service Engineers (FSEs), Project Managers, and Service Coordinators.
• Define staffing models and headcount plans to support regional growth, contract expansion, and seasonal demand fluctuations.
• Drive a culture of technical excellence, continuous learning, and customer-first service delivery.
• Manage performance cycles, talent reviews, compensation recommendations, and succession planning for key regional roles.
• Partner with Talent Acquisition to recruit licensed electricians, power electronics technicians, and experienced UPS service engineers.

Customer Relationship Management

• Serve as the executive escalation point for major regional accounts, including Tier 1 data centers, hospital systems, utilities, and federal government clients.
• Conduct executive business reviews (EBRs) with key accounts, presenting performance metrics, reliability trends, and roadmap recommendations.
• Collaborate with the Sales and Account Management teams to drive service contract renewals, upsells (extended warranties, monitoring, battery programs), and new logo acquisition.
• Manage customer satisfaction (CSAT/NPS) programs and drive root cause analysis and corrective actions for service failures or SLA misses.

Project & Program Management

• Oversee the execution of large-scale UPS installation and infrastructure upgrade projects across the East Coast, from pre-sale engineering review through commissioning and customer acceptance.
• Manage project portfolios with combined contract values exceeding $50M annually, ensuring on-time, on-budget delivery.
• Coordinate with internal engineering, logistics, procurement, and subcontractor networks to support complex multi-site deployments.
• Lead risk identification, mitigation planning, and change order management for complex projects.

Financial Performance & P&L Accountability

• Own the East Coast service P&L, including revenue recognition, labor cost management, parts and materials margin, and overhead control.
• Drive profitable growth through service contract expansion, T&M revenue optimization, and parts/battery sales.
• Identify and execute cost efficiency initiatives without compromising safety, quality, or response times.

Safety, Compliance & Quality

• Enforce a rigorous electrical safety culture consistent with NFPA 70E, OSHA 1910 (General Industry), and company safety policies — including arc flash PPE protocols, lockout/tagout (LOTO) procedures, and confined space entry.
• Ensure all regional operations comply with NEC, IEEE, IEC, and relevant local electrical codes, as well as environmental regulations governing battery handling and disposal (EPA/DOT).
• Lead incident investigations, near-miss reporting, and corrective action programs; report safety metrics to senior leadership monthly.
• Maintain quality standards aligned with ISO 9001 or equivalent frameworks across all service and project delivery activities.

Requirements

Qualifications

• 10+ years of experience in UPS systems, critical power infrastructure, or power electronics field service/operations.
• 5+ years in a senior operations management or multi-site leadership role with direct P&L accountability.
• Deep technical knowledge of single-phase and three-phase UPS topologies (double-conversion online, line-interactive, modular), including leading OEM platforms such as Eaton, Vertiv (Liebert/Chloride), Schneider Electric (APC), ABB, and Emerson.
• Demonstrated experience managing field service organizations supporting data centers, healthcare, financial, or critical government infrastructure.
• Proven expertise in VRLA, Li-ion, and NiCd battery management — including capacity testing, replacement programs, and lifecycle planning.
• Strong understanding of NFPA 70E electrical safety, LOTO, arc flash hazard analysis, and related compliance requirements.
• Experience with service management platforms (ServiceMax, Salesforce Field Service, SAP FSM, or equivalent).

Preferred Skills

• Experience in the data center, utility, or healthcare power industry.
• Knowledge of major UPS brands (Eaton, APC, Vertiv/Liebert, Schneider Electric).
• Ability to read one-line diagrams and technical schematics.

Working Conditions

• This is a national role requiring coordination across multiple time zones.
• Fast-paced environment with strict deadlines.

Pay: $175,000.00 - $275,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: Remote