Senior Director Service and Aftermarket Operations

Position Overview

The Senior Director, Service & Aftermarket Operations is responsible for leading Nortek DCC’s global service delivery, commissioning, aftermarket growth, and field operations. This role is accountable for ensuring world-class execution across hyperscale data center customers, while scaling the organization to support rapid growth in installed base and lifecycle services.

This leader will drive operational excellence, improve product quality feedback loops, and build a high-performing organization capable of scaling from ~40 to 145+ service team members over the next several years.

Key Responsibilities

Service Operations Leadership

• Lead all field service operations including commissioning, preventative maintenance, and break-fix
• Ensure consistent execution across all customer sites
• Establish accountability and escalation structures

Quality & Customer Experience

• Own end-to-end service quality experience
• Drive root cause resolution across manufacturing, engineering, and field service
• Represent service in customer quality discussions

Aftermarket Growth

• Drive PM, extended warranty, parts, and retrofit revenue growth
• Partner with Sales to capture lifecycle revenue opportunities

Organizational Scaling

• Build and lead a scalable service organization
• Develop service managers and field leadership
• Support hiring and talent development aligned with growth

Operational Planning

• Align service capacity with demand growth
• Develop workforce planning models

Customer Relationship Leadership

• Build executive relationships with our hyperscale customers
• Serve as escalation point for major issues

Process Optimization

• Standardize service and commissioning workflows
• Improve documentation and system adoption

Qualifications

Required:

• 10–15+ years in HVAC, data center cooling, or service operations
• Experience leading field service organizations
• Strong customer-facing experience

Preferred:

• Experience scaling service organizations
• Commercial understanding of aftermarket services
• Cross-functional leadership experience

Leadership Profile

• Balance strategy and execution
• Strong field credibility
• Ability to drive accountability across the organization
• Build executive customer relationships
• Preserve culture while scaling

Success Metrics (First 12 Months)

• Improve field quality and reduce rework
• Increase PM and warranty attach rates
• Stabilize team retention
• Establish scalable organization structure
• Strengthen customer relationships