Service Director

Key responsibilities: Build and run the U.S. after-sales service organization per the approved plan: structure, headcount, processes, data, KPIs and budget. Lead service for both Power One (Chiller) and ICT (Edge One) product lines under unified standards. Lead the transfer of ICT after-sales from Sales to the Service department: handover checklist, transition period, customer and partner relationships. Establish installed-base, work-order and warranty data systems; drive serial-number linkage above 95%.Build an Authorized Service Provider (ASP) program: onboarding, scorecards, settlement and exit; reduce single-partner concentration. Build tiered spare-parts management (parts center, regional, consignment, van stock) integrated with ERP.Grow service revenue: commissioning fees, PM contracts, extended warranty, out-of-warranty parts; support warranty accrual calibration. Meet hyperscale customer service terms: FSR service plans, 24x7 support, escalation paths, critical spares, approved subcontractors, FOAK support. Hire and develop the team to 44 by end of 2027, including product-line service managers, key-account service managers and a shared platform team. Report weekly on handover progress, monthly on KPIs, quarterly to executive management. Partner with Global Quality on failure analysis, 8D, root-cause tracking and warranty feedback to R&D and suppliers.

Requirements: 10+ years in after-sales / field service management, 5+ years leading teams; proven experience building a service organization from scratch. HVAC, data center infrastructure, refrigeration or industrial equipment background; mission-critical equipment service backgrounds such as medical imaging are also welcome.

Chiller Experience: Service P&L ownership; familiarity with warranty accruals, service pricing and contracts. Knowledge of the North American service-partner ecosystem, labor compliance and liability insurance. Based in the U.S.; 30%+ travel. Bachelor's degree in engineering or business preferred.