Service Operations Manager

Smardt • Phoenix, AZ

12h

About The Position

As a global pioneer in oil-free centrifugal chiller technology with an expanding portfolio of thermal management solutions, Smardt is dedicated to delivering high-efficiency and energy-saving systems for industries, real estate developments, healthcare, and educational facilities worldwide. We operate manufacturing facilities in the United States, Canada, Germany, China, and Australia, supported by a team of over 900 employees. With a strong focus on reliability, performance, and environmental stewardship, Smardt continues to redefine industry standards through advanced engineering and a commitment to a more sustainable future. What We're Looking For The Service Operations Manager – Data Center is responsible for leading and optimizing service operations across the AMER region in support of mission-critical data center environments. This role ensures the reliable performance of Smardt chiller systems while driving operational excellence, customer satisfaction, and service revenue growth. The position acts as a key link between field operations, customers, and internal stakeholders, ensuring high-quality service delivery in uptime-sensitive environments.

Requirements

• 5–10 years of experience in HVAC or critical cooling service operations
• Experience in mission-critical environments (data centers, healthcare, industrial)
• Proven experience leading field service teams and improving performance
• Experience managing service profitability and operational efficiency
• Degree in Mechanical Engineering, HVAC, or related technical field preferred
• Strong knowledge of chiller systems and HVAC service operations
• Understanding of maintenance programs, commissioning, and lifecycle services
• Ability to analyze operational data and drive improvements
• Operational leadership
• Escalation management in mission-critical environments
• Customer focus and relationship management
• Cross-functional collaboration
• Problem-solving and decision-making
• Resource planning and productivity optimization

Responsibilities

• Lead regional service operations supporting Smardt chiller systems in data center environments across AMER
• Oversee execution of preventive maintenance, start-ups, commissioning support, warranty, and emergency service activities
• Ensure high-quality service delivery while maintaining safety, efficiency, and customer satisfaction
• Lead, mentor, and coordinate field technicians specialized in data center cooling
• Act as the primary escalation point for critical service incidents
• Coordinate rapid response and recovery during system failures
• Ensure clear communication with customers and internal stakeholders
• Lead root cause analysis (RCA) and corrective action implementation
• Partner with Project Management, Engineering, and Commercial teams
• Support commissioning, start-ups, and lifecycle transitions
• Align service operations with project execution and retrofit programs
• Optimize technician scheduling, utilization, and resource allocation
• Improve response times and operational efficiency
• Ensure coverage for mission-critical environments
• Monitor service quality and consistency across teams
• Implement processes and standards to maintain service excellence
• Ensure compliance with Smardt technical procedures
• Build strong relationships with key accounts and data center operators
• Conduct service reviews and gather customer feedback
• Identify opportunities for service improvements and enhancements
• Identify service revenue opportunities through field insights
• Support growth through upgrades, retrofits, and expanded services
• Improve service profitability and margin performance
• Track KPIs such as response times, PMA completion, and system uptime
• Report on service performance, productivity, and revenue opportunities
• Drive continuous improvement initiatives
• Promote a strong safety culture across operations
• Ensure compliance with company policies and regulatory requirements
• Support safe work practices for employees and subcontractors

Benefits

• Competitive compensation
• Health and dental benefits from day one
• Retirement savings plan with employer contribution (RRSP or 401(k), depending on location)
• A collaborative global environment with strong growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 11-50 employees