Director of Service Operations - Data Centers

Director of Service Operations – Data Centers

• Oversee a 24/7 consumer support operation of 100+ agents in a high-volume B2C manufacturing environment.
• Drive performance across all support channels, meeting key service metrics, and lead process improvements to ensure a seamless, customer‑centric post‑sale experience.
• Mentor team leaders and collaborate cross‑functionally to resolve issues and continuously improve the end‑to‑end experience.
• Build, lead, and mentor a high‑performing team of field service professionals, setting clear performance metrics and driving continuous development.
• Develop and execute regional dealer, training, and aftersales/parts support strategies to improve coverage and effectiveness.
• Oversee troubleshooting and resolution of technical issues for stationary power generation equipment with a speed‑to‑resolution and quality‑first mindset.
• Implement support strategies and processes that enhance customer satisfaction, operational efficiency, and effective resource balancing.
• Drive continuous improvement initiatives to reduce downtime, optimize product performance, and elevate service execution.
• Partner cross‑functionally with product development, sales, and technical support to resolve issues and provide feedback for product enhancements.
• Build and maintain strong client and dealer relationships through proactive communication, reporting, and responsiveness to performance metrics.

• Bachelor’s degree (or equivalent) in Engineering (Electrical preferred), Business Administration, or related field.
• 10+ years of experience with power generation equipment, including reciprocating‑engine generators, transfer switches, and spark‑ignited systems.
• 7 years of experience in large diesel or natural gas generator product support, technical service management, or related field.
• 4 years of management‑level experience.
• Advanced expertise in engine maintenance, natural gas fuel systems, electronics, electromechanical technology, and data center design.
• Strong working knowledge of mechanical design, AC/DC circuitry, power generation systems, wiring schematics, and connection diagrams.
• Highly skilled in troubleshooting, independent decision‑making, and experience using SAP (or equivalent ERP) and Salesforce.
• Leadership Principles PMP and Lean Six Sigma certified, with additional product support and service certifications (CMRP, CTSP, CSM) and Uptime Institute credentials (ATD, ATS, AOP).

• Health, Dental, Vision, and 401(k) retirement plans.
• Competitive salary and performance‑based incentives.
• Opportunities for professional development and certifications.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.