Director of Service Operations - Data Centers

Key Responsibilities

• 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 leading process improvements.
• Mentors team leaders and collaborates 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.

Minimum Qualifications

• Bachelor’s degree (or equivalent knowledge) in Engineering (Electrical preferred), Business Administration, or equivalent knowledge.
• 7 years of experience in large diesel or natural gas generators product support, technical service management, or a related field.
• 4 years of management level experience.
• Experience with large Data Center SLA requirements.
• PMP and Lean Six Sigma certified, with additional product support and service certifications (CMRP, CTSP, CSM) and Uptime Institute credentials (ATD, ATS, AOP).
• 10+ years of experience with power generation equipment, including reciprocating-engine generators, transfer switches, and spark-ignited systems.
• 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 and independent decision-making, with experience using SAP (or equivalent ERP) and Salesforce.