Director of Service Operations

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 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 #J-18808-Ljbffr