Head of Customer Service (Remote)

Service Manager (Liquid Cooling Projects) Location: Austin or remote in the US
Key Responsibilities
1. Project Lifecycle Management
Take full ownership of liquid cooling projects throughout the entire project lifecycle, including planning, milestone management, risk control, execution, and customer acceptance.
Coordinate with customers, internal teams, contractors, and third-party service partners to ensure successful project delivery.
Manage project schedules, quality standards, resource allocation, and change requests.
Ensure projects are completed on time, within budget, and in accordance with quality requirements.
2. Customer & Service Provider Management
Serve as the primary operational point of contact for customers throughout the project and service lifecycle.
Manage third-party service providers to ensure onsite services are delivered in compliance with company standards and customer requirements.
Monitor service provider performance, including response time, service quality, documentation accuracy, and issue resolution effectiveness.
Coordinate among customers, service partners, and engineering teams to resolve onsite technical and operational issues.
3. Service Operations Improvement
Support a smooth transition from project delivery to after-sales service operations.
Improve service processes, documentation systems, reporting mechanisms, and operational workflows.
Provide field feedback to engineering and product teams and drive continuous improvement initiatives.

Qualifications
Required
Minimum 3 years of experience in project management, service operations, field operations, or technical project management.
Hands-on experience with commissioning, installation, and customer acceptance of liquid cooling equipment in data center environments.
Proven ability to manage customer relationships, vendor coordination, and cross-functional collaboration.
Strong communication, stakeholder management, and problem-solving skills.
Preferred
Experience managing third-party service providers and external contractors.
OSHA 30-Hour Certification or other relevant safety training certifications is highly preferred.