Job Description
General Manager – HVAC Sullivan Heating, Cooling & Plumbing (Grand Rapids, MI) Company Overview Sullivan Heating Cooling Plumbing is a growing residential service company operating in the HVAC, plumbing, and home services space. We are early in our growth journey with a clear goal: scale from a small operator into a $10M+ service business built on strong systems, accountability, and operational excellence. We are seeking a hands-on General Manager (GM) to serve as the daily operator of the entire business , responsible for driving performance, building structure, and owning the Profit & Loss (P&L). Role Summary The General Manager will run the business end-to-end. This is not a passive oversight role. It is a full operational leadership position responsible for leading dispatch, CSRs, technicians, sales, marketing coordination, financial performance, and systems execution. You will act as the “engine room” of the business—ensuring jobs flow efficiently, teams are accountable, numbers are accurate, and growth targets are achieved. Key Responsibilities1. Full P&L Ownership Own monthly, quarterly, and annual financial performance Drive revenue growth and margin improvement Manage labor efficiency, job costing, and overhead control Work with ownership on budgeting, forecasting, and financial planning Identify and eliminate profit leaks across operations Daily Operations Management Oversee dispatch, call center, and scheduling flow Ensure high conversion of calls to booked jobs Maintain strong technician productivity and utilization Ensure consistent service delivery and customer experience Resolve operational breakdowns in real time ServiceTitan System Leadership Must be highly proficient in ServiceTitan Own system integrity: pricing, job types, workflows, reporting Ensure CRM is fully utilized and clean (no parallel systems) Build dashboards for daily KPIs and operational visibility Enforce data discipline across all departments Sales & Revenue Growth Drive service, replacement, and maintenance agreement growth Improve close rates and average ticket performance Partner with sales and tech teams to improve performance Ensure consistent lead follow-up and pipeline management Team Leadership & Accountability Lead CSR, dispatch, technicians, and office staff Set clear expectations, scorecards, and performance standards Hire, develop, and hold managers accountable Build a culture of ownership, urgency, and results Systems & Process Development Build repeatable operational systems across all departments Standardize workflows from call intake to job completion Improve scheduling efficiency and reduce truck idle time Continuously refine SOPs for scalability Strategic Growth Execution Partner with ownership on scaling roadmap toward $10M+ Identify bottlenecks limiting growth (people, process, system gaps) Implement structure that supports multi-million-dollar scaling Prepare business for expansion beyond current size constraints Ideal Candidate Profile 5–10+ years in HVAC, plumbing, or residential home services operations Proven experience running day-to-day service operations Strong financial understanding (P&L ownership required) Expert-level knowledge of ServiceTitan Experience scaling or managing a multi-million-dollar service company Strong leadership presence with ability to hold teams accountable Comfortable working in a fast-moving, imperfect, high-pressure environment Builder mindset—not a maintenance manager Core Competencies Operational discipline Financial accountability (P&L ownership) Systems thinking Leadership under pressure Data-driven decision making Execution speed Customer-first mindset Compensation (to be discussed) Competitive base salary Performance bonus tied to revenue, profit, and KPIs Potential long-term incentive for scaling success What Success Looks Like Within 12–18 months, the General Manager will have: Stabilized operations with clear KPIs and dashboards Fully optimized ServiceTitan usage with clean data and reporting Increased revenue and margin performance Built accountable leadership structure Created a scalable o