Service Operations Manager

Nortek•Nortek DCC-Remote Oklahoma, OK

1d•Hybrid

About The Position

Our front-line managers are an integral part of the service system as they support, retain, and help develop a team of expert technicians that provide exceptional service and support to our data center clients and partners. They work to continuously maintain a positive culture that fosters career progression and long-term employee engagement. As a Service Operations Manager for the Data Center Cooling team, you will mentor, coach, and lead a diverse team of service technicians through the commissioning, warranty, and aftermarket service of large-scale data center projects. You will support a variety of complex data center commissioning projects requiring strong knowledge of a variety of air handling equipment in automated environments. You must possess strong project management skills to ensure site support is balanced to optimize project schedule and cost. You will provide service advice, guidance, and share technical expertise with end users, commissioning teams, and sales representatives. You will own end-to-end delivery, schedule, and customer outcomes across an assigned cluster of hyperscaler sites, personally communicating with the field to solve problems, forecast and secure the resources each site needs, and clearly communicate those needs up and across the organization. Success in this role is measured by ownership, reliability, and follow-through, not activity.

Requirements

Minimum of a technical associate degree with two years of field experience or four years of equivalent related field experience in HVAC, building automation, or technical environment.
Demonstrated knowledge of critical infrastructure, automatic controls, building automation systems or other building subsystems.
4+ years of experience supervising teams
Technical experience with HVAC/air handling equipment, with a demonstrated track record of taking ownership and personally driving issue resolution.
Demonstrated ability to plan, request, and manage the staffing and resources required across multiple sites.
Experience with Microsoft Office
Ability to travel up to 50% of the time to various job sites or factories for various equipment related work.
Superior analytical skills and attention to detail
Ability to read and interpret blueprints, plans, and manuals
Ability to support multiple teams across various data center projects.
Excellent customer service skills with desire to exceed internal and external customer expectations.
Ability to work independently or drive results across teams in a timely manner.

Nice To Haves

Proven project management skills, demonstrating the ability to lead initiatives and manage team outputs under tight deadlines.
Strong administrational experience in Microsoft Excel, Word, and PowerPoint with the ability to present in a professional manner to data center clients.
Bachelor’s degree with four years of field experience or six years of equivalent related field experience in HVAC or building automation.
Customer-centric mindset with a passion for helping customers succeed.

Responsibilities

Supervise, train, and mentor the team through goal setting, performance monitoring, employee review meetings, and scheduling of formal training.
Optimize service technician schedules by balancing competencies and experience with project requirements to improve efficiency and execution.
Assist and support diagnostics and repair of site controls hardware including controllers, relays, measurement devices, actuators, and associated equipment with mechanical and electrical device systems.
Review work orders, blueprints, schematic diagrams and related materials to determine tasks to be performed in commissioning or rework activities.
Demonstrate experience in managing challenging jobs with the objective to mitigate the impact on customer’s building/experience while also minimizing the financial burden on the company. This requires working with multiple entities on a job – building owners, general and mechanical contractors, engineers, and associated servicing contractors.
Build synergies with engineering and manufacturing teams to resolve complex design problems with fielded systems.
Provide superior customer service to both internal and external customers while maintaining a professional appearance and demeanor.
Advise leadership regarding customer satisfaction, product performance, and suggestions for product improvements.
Own end-to-end delivery across an assigned cluster of hyperscaler sites, including schedule adherence, quality, and customer outcomes, with clear accountability and escalation for each site.
Forecast staffing and resource demand by site, proactively request headcount and materials, and clearly articulate to leadership what is needed and by when to avoid gaps and technician burnout.
Build and maintain relationships with hyperscaler Facility Managers, Chief Engineers, operations teams, Program Management, General Contractors and cluster leadership, serving as a clearly visible point of ownership and escalation.