Sr. Director of Service Operations
About The Position
The Senior Director of Service Operations – Data Centers is accountable for the enterprise-wide execution, and continuous improvement of aftersales service and support for stationary power generation solutions within Generac’s Industrial business. This role provides strategic leadership across field service, parts, dealer enablement, and technical support for mission-critical data center customers. This leader sets the long-term vision for safe service operations, ensures alignment with hyperscaler and colocation customer requirements, and drives scalable, compliant, and high-performance service models globally. The role partners closely with executive leaders across Product, Execution, Engineering, Sales, Supply Chain, and Digital to influence roadmap decisions, resolve systemic issues, and elevate the end-to-end customer experience.
Requirements
- Bachelor’s degree in Engineering (Electrical preferred), Business, or equivalent experience.
- 10+ years of experience in power generation service operations, technical service leadership, or mission-critical infrastructure environments.
- 7+ years of progressive leadership experience in building and managing large, complex, multi-disciplinary teams.
- Demonstrated experience supporting data center environments, including stringent SLA and uptime requirements.
- Strong decision-making skills
- Safety oriented mindset
- Proficient in MS Excel, MS Word, Smartsheet
- Proficient oral and written communication
- Ability to perform detail-oriented work with a high degree of accuracy
- Excellent verbal, written and interpersonal skills
- Excellent attention to detail, critical thinking and problem-solving skills
- Excellent time management skills, able to meet deadlines, manage time effectively
Responsibilities
- Define and own the global service operations strategy for data center and mission-critical customers, ensuring alignment with Generac’s growth objectives and Industrial business strategy.
- Serve as the executive escalation point for critical customer issues, SLAs, and service performance in high-availability environments.
- Establish governance, operating models, and performance frameworks to scale service operations sustainably as demand increases.
- Provide executive oversight of 24/7 service operations, supporting complex, high-volume environments and mission-critical infrastructure.
- Lead large, multi-layered organizations spanning field service, technical support, parts, training, and dealer enablement.
- Drive service reliability, speed-to-resolution, and quality metrics across all support channels.
- Develop and execute regional and global dealer, partner, and field service strategies to ensure coverage, capability, and consistency.
- Build and maintain strategic relationships with hyperscalers, colocation providers, EPCs, and key service partners.
- Ensure dealer and partner readiness through advanced training, certification, and performance management.
- Partner with Product Management and Engineering to influence serviceability, reliability, and lifecycle support in product design.
- Establish closed-loop feedback mechanisms to translate field data and customer insights into product and process improvements.
- Champion continuous improvement initiatives that reduce downtime, improve reliability, and enhance total cost of ownership.
- Partner with Business Development and Product Management to expand service offerings beyond the generator to include power generation and distribution hardware and associated auxiliaries.
- Build, lead, and develop a high-performing leadership team, fostering a culture of accountability, technical excellence, and customer focus.
- Define organizational capabilities and succession strategies to support long-term scale.
- Lead change management initiatives as service models evolve.
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What This Job Offers
Job Type
Full-time
Career Level
Director
