General Manager-Service Industry

Job description

Job Description Best Beverage Equipment Service is a specialized equipment service business supporting internal Aramark operations and external customers through field service, equipment refurbishment, technical support, and client contact center operations. The General Manager is responsible for the overall performance, growth, and continued development of the business. This leader will operate with an ownership mentality, translating business priorities into disciplined execution, measurable results, and an exceptional customer experience. Leading through a team of Service Managers and a Contact Center Manager, the General Manager has responsibility for field technicians, refurbishment operations, service dispatch and customer support. The role owns the day-to-day business, including revenue growth, profitability, client retention, service execution, safety, employee engagement, labor productivity, fleet readiness, inventory control, and operational efficiency. The General Manager will strengthen and expand existing customer relationships while identifying opportunities to grow Best Beverage’s services with internal Aramark partners and external customers. Success requires a leader who can balance hands-on operational involvement with long-term business development, build capable leaders, use data to improve performance, and create an operation that can grow without sacrificing service quality. This is an in-person role, and remote or hybrid work arrangements are not available. Business and Operational Leadership Own overall performance of Best Beverage Equipment Service, including revenue, profitability, margin, labor, operating expenses, inventory, capital requirements, and financial controls. Develop and execute annual operating plans, budgets, forecasts, and performance-improvement strategies aligned with organizational goals. Partner with Finance to understand results, identify performance gaps and unfavorable trends, and implement sustainable corrective actions. Establish clear operating expectations, performance routines, accountability measures, and timely, accurate operational and financial reporting. Use financial, operational, workforce, and customer data to identify risks, prioritize resources, and make informed business decisions. Identify opportunities to improve labor productivity, technician utilization, routing, fleet efficiency, parts management, inventory control, and cost-to-serve. Provide overall leadership for field service, equipment refurbishment, dispatch, client support, and contact center operations. Lead through Managers, ensuring alignment, consistency, accountability, and effective execution across functions. Establish and monitor service standards for response time, work-order completion, first-time fix rate, repeat service calls, preventive maintenance, equipment uptime, customer communication, and backlog. Ensure work is properly assigned, scheduled, documented, completed, and closed accurately and efficiently. Maintain appropriate staffing, scheduling, fleet, tools, parts, and equipment resources to meet current service commitments and support future growth. Promote proactive service models that reduce downtime, prevent repeat issues, and improve customer experience. Ensure refurbishment operations produce safe, reliable, customer-ready equipment while maximizing asset value and controlling cost. Ensure installations and service projects are appropriately scoped, priced, resourced, scheduled, communicated, and completed on time and within financial expectations. Regularly engage with employees and leaders in the field to understand operating conditions, remove barriers, reinforce expectations, and validate execution. Lead implementation of new processes, systems, service capabilities, and operational initiatives, and develop scalable practices that support growth while maintaining quality, safety, responsiveness, and financial discipline. Growth, People, Safety, and Compliance Develop and execute strategies to retain, strengthen, and expand customer relationships and serve as a senior point of contact for key customers, business partners, and internal stakeholders. Build a strong understanding of customer operations, equipment needs, service expectations, contractual commitments, satisfaction trends, and future business opportunities. Identify opportunities to expand Best Beverage services across Aramark businesses, National Accounts, Market Centers, and external customers aligned with the organization’s capabilities and strategy. Partner with Sales, Operations, Finance, Supply Chain, National Accounts, and other functions on proposals, service solutions, pricing strategies, and implementation plans. Ensure new business is operationally supportable, appropriately priced, and aligned with labor, technical capabilities, geographic coverage, and financial expectations. Expand technical and service capabilities based on customer needs, market opportunities, and long-term business strategy. Develop strategic relationships with equipment manufacturers, parts suppliers, and service partners to improve technical support, parts availability, warranty recovery, service capability, and cost. Lead recovery plans for underperforming accounts, service failures, or customer relationships requiring immediate intervention. Build, develop, and retain a high-performing management team and establish clear expectations for operational results, people leadership, communication, safety, and customer experience. Maintain regular business reviews, manager one-on-ones, field observations, and performance-management routines. Ensure leaders effectively manage staffing, onboarding, technical training, certification, scheduling, productivity, performance, employee relations, succession planning, and development. Foster a culture of ownership, urgency, teamwork, accountability, continuous improvement, respect, recognition, and employee engagement. Partner with Human Resources and Talent Acquisition to maintain an effective workforce plan and sustainable pipeline of technical and leadership talent. Maintain a strong safety culture across field service, refurbishment, vehicle operations, equipment handling, and customer locations. Ensure compliance with Aramark policies, the Business Conduct Policy, customer requirements, manufacturer standards, and applicable laws and regulations. Maintain disciplined fleet-management practices and ensure required safety, technical, equipment, driver, and compliance training is completed. Maintain accurate records related to work orders, customer assets, inventory, certifications, training, fleet, safety, and other operational requirements. Investigate incidents, service failures, asset losses, and compliance concerns; identify root causes and ensure corrective actions are completed. Protect company and customer assets, information, equipment, inventory, and funds, and proactively identify and escalate significant operational, financial, safety, workforce, and customer risks. At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for our employees and customers. To meet our commitments, job duties may change or new ones may be assigned without formal notice. Qualifications Bachelor’s degree in Business, Operations Management, Engineering, Technical Services, or a related field is preferred. Equivalent relevant experience may be considered. Significant leadership experience in field service, equipment repair, technical services, facilities, route-based operations, contract services, or a related service industry. Demonstrated experience leading through other managers and holding leaders accountable for both operational and people results. Proven ability to manage a business, department, or operating unit with responsibility for revenue, expenses, labor, profitability, budgeting, forecasting, and financial analysis. Experience developing customer relationships, retaining business, resolving escalated service concerns, and identifying growth opportunities. Strong operational judgment and the ability to balance immediate customer needs with safety, workforce capacity, financial expectations, and long-term business priorities. Ability to use operational and financial reporting, dashboards, service systems, and performance data to identify trends and drive action. Experience improving service delivery, labor productivity, customer satisfaction, workflow management, and operating consistency. Strong communication and interpersonal skills with the ability to influence employees, managers, customers, senior leaders, and cross-functional partners. Demonstrated ability to lead change, establish structure, improve accountability, and scale an evolving business. Working knowledge of field service systems, work-order management, dispatch, fleet operations, parts and inventory control, and equipment lifecycle management is strongly preferred. Ability and willingness to travel to customer locations, field operations, and other business sites as required. Education About Aramark Our Mission Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law. About Aramark The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at or connect with us on Facebook , Instagram and Twitter .