Location: US Remote - up to 40% travel
Base Salary: $100,000 - $145,000 (DOE)
A global market-leading OEM is seeking an experienced Service Manager to lead and develop a high-performing service organization supporting HVAC and mission-critical cooling systems across the United States.
This is a strategic leadership role responsible for driving operational excellence across field service, warranty, and aftersales functions. You will play a critical role in ensuring uptime, reliability, and customer satisfaction within data center and critical infrastructure environments - acting as the key link between customers, field teams, and internal stakeholders.
Lead and manage the national field service function, including supervisors, technicians, and third-party partners.
Ensure all service activities meet contractual SLAs, safety standards, and quality expectations.
Oversee warranty operations, including claims management, root cause analysis, and cost control.
Standardize and optimize service processes, documentation, and reporting.
Drive operational consistency and continuous improvement across all service delivery functions.
Recruit, onboard, mentor, and develop high-performing technical teams.
Design and implement structured technical training programs covering commissioning, installation support, diagnostics, and troubleshooting.
Establish and track key service KPIs (response time, first-time fix rate, MTTR, customer satisfaction, warranty trends).
Foster a culture of accountability, safety, and performance excellence.
Act as the senior escalation point for critical service-related customer issues.
Build and maintain strong relationships with key accounts, particularly within data center and critical infrastructure sectors.
Proactively identify service improvements that enhance uptime, reliability, and long-term customer retention.
Partner with Engineering, Technical Support, Quality, and Sales to resolve systemic issues and improve product performance.
Provide structured field feedback to support product development and quality improvements.
Ensure accurate and timely documentation within CRM/ERP systems, including service reports and warranty records.
Bachelor's degree in Mechanical, Electrical, or HVAC/R Engineering preferred (or equivalent technical leadership experience).
5+ years' experience in service management or field service leadership within HVAC, refrigeration, industrial cooling, or mission-critical environments.
Experience supporting data centers or critical infrastructure environments is highly advantageous.
Strong working knowledge of HVAC systems, refrigeration, controls, and chiller technologies.
Solid understanding of commissioning, diagnostics, and field troubleshooting.
Ability to interpret service data, identify trends, and implement performance improvement initiatives.
INDUS