Position Summary
The Branch Operations Manager is responsible for the overall leadership, operational performance, and profitability of the Columbia branch. This position oversees field installation and service operations, preventive maintenance, technical support, administrative functions, and warehouse and inventory activities.
The Branch Operations Manager will lead and develop employees, manage day-to-day field operations, monitor financial and operational performance, improve processes, maintain strong customer relationships, and ensure work is completed safely, efficiently, and to Kenton Brothers' quality standards.
This is a hands-on leadership position for an experienced operations professional who is comfortable managing people, field operations, customers, and financial results.
- Lead and manage branch employees, including installation technicians, service technicians, preventive maintenance personnel, technical support, administrative staff, and warehouse/inventory personnel.
- Provide employees with clear expectations, coaching, feedback, accountability, and development opportunities.
- Manage branch staffing needs, including recruiting, hiring, onboarding, training, performance management, and retention.
- Oversee daily technician scheduling, dispatching, routing, workload, and resource allocation.
- Monitor technician productivity, labor utilization, overtime, and first-time fix rates.
- Ensure service calls, installations, and preventive maintenance work are completed on time, accurately documented, and performed to company standards.
- Monitor project schedules, labor usage, change orders, job costs, and project margins.
- Oversee preventive maintenance programs, including completion, documentation, renewals, and financial performance.
- Manage escalated service and technical issues and coordinate with technicians, engineering, manufacturers, and customers as needed.
- Identify employee training, technical knowledge, and certification needs and develop plans to address skill gaps.
- Maintain inventory accuracy through appropriate receiving, cycle counting, truck stock, material-return, and inventory-control processes.
- Monitor material usage, purchasing variances, excess inventory, obsolete stock, and tool accountability.
- Take ownership of branch financial performance, including revenue, gross margin, labor efficiency, overtime, material costs, freight recovery, and operating expenses.
- Review job costing and operational reporting to identify and address low-margin work and other performance concerns.
- Participate in budgeting, forecasting, staffing plans, and capital planning.
- Develop and implement process improvements that increase efficiency, quality, profitability, and customer satisfaction.
- Build and maintain relationships with key customers and manage customer escalations through resolution.
- Partner closely with sales and account management to ensure a consistent customer experience.
- Enforce company safety requirements, operating procedures, and quality standards.
- Lead regular branch meetings, employee one-on-ones, and performance discussions.
- Promote and model Kenton Brothers' core values, culture, and service expectations.
Required Qualifications
- Seven or more years of progressive operations leadership experience, including direct management of field service, installation, skilled trades, or similar field-based teams.
- Demonstrated responsibility for P&L or branch-level financial results.
- Working knowledge of job costing, gross margin, labor efficiency, and operational performance measurements.
- Demonstrated experience hiring, coaching, developing, and managing employee performance.
- Proven success improving operational processes with measurable results.
- Strong leadership, organizational, problem-solving, and decision-making skills.
- Excellent written and verbal communication skills with the ability to communicate effectively with field employees, customers, and senior leadership.
Preferred Qualifications
- Experience in the electronic security, low-voltage, or systems-integration industry.
- Knowledge of access control, video surveillance, intrusion detection, or network-based security solutions.
- Experience managing preventive maintenance or recurring-revenue service programs.
- Experience with field-service management systems and operational reporting tools.
- Experience working within EOS or a comparable structured operating system.
- Relevant industry or manufacturer certifications, or willingness to obtain appropriate certifications.