Service Manager, Preventative Maintenance (U.S.)

Thermal Works

9d•Remote

About The Position

ThermalWorks LLC is hiring a Service Manager, Preventative Maintenance to lead the strategy, execution, and performance of preventive maintenance programs for ThermalWorks equipment deployed in the U.S. The role owns preventive maintenance contract delivery, renewals, field execution quality, and long-term equipment reliability. Startup and commissioning and corrective maintenance are outside the primary scope. The position requires someone agile, professional, trustworthy with confidential information, comfortable in a rapidly changing environment, and able to work independently as well as collaboratively. The Service Manager leads U.S. preventive maintenance teams and approved service partners, establishes maintenance standards and offerings, oversees service workflows and quality, and uses field and service data to improve reliability. The role also supports warranty compliance, identifies emerging equipment issues, and manages performance against key indicators. This is a full-time, remote U.S. position with up to 75% travel required to fulfill business needs, reporting to the Director of Service.

Requirements

At least 8 years of management experience.
At least 5 years of technical experience in data center cooling or HVAC.
Proven experience building and scaling preventive maintenance programs.
Demonstrated leadership of distributed field teams.
Strong understanding of chillers, CDUs, hydronic systems, and controls.
Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint, for reporting, documentation, data management, and day-to-day communication.

Responsibilities

Own preventive maintenance standards, task lists, schedules, and documentation.
Define preventive maintenance scopes, frequencies, and acceptance criteria.
Ensure maintenance execution aligns with equipment design limits and warranty requirements.
Develop and manage tiered preventive maintenance offerings and renewal strategies.
Track maintenance compliance, findings, and required follow-up actions.
Lead U.S. preventive maintenance teams and approved service partners.
Enforce ThermalWorks safety, conduct, and quality standards.
Ensure consistent service documentation, reporting, and close-out.
Drive continuous improvement using field data and trend analysis.
Support the hiring, training, and development of service personnel.
Ensure service requests are handled in a timely manner based on needs.
Oversee service-call workflows, including timely triage, dispatch coordination, and resolution in line with SLA expectations.
Establish standards for service-call documentation, root-cause capture, and corrective-action tracking.
Work with field teams and service partners to improve response readiness, parts availability, and escalation pathways for complex service events.
Coordinate with corrective maintenance teams when deficiencies are identified during preventive maintenance.
Ensure preventive maintenance records support warranty compliance and claim defense.
Identify early failure trends and escalate issues to Engineering.
Analyze service-call trends to identify recurring issues, drive preventive actions, and inform updates to maintenance scopes and reliability strategies.
Own U.S. preventive maintenance KPIs, including contract fulfillment, SLA compliance, repeat-deficiency reduction, and customer satisfaction.
Provide regular performance reporting to the Director of Service.