Service Operations Manager

About Smardt

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.

What You'll Do

Service Operations Leadership

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

Escalation Management & Mission-Critical Support

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

Project & Cross-Functional Collaboration

Partner with Project Management, Engineering, and Commercial teams

Support commissioning, start-ups, and lifecycle transitions

Align service operations with project execution and retrofit programs

Workforce Planning & Productivity

Optimize technician scheduling, utilization, and resource allocation

Improve response times and operational efficiency

Ensure coverage for mission-critical environments

Quality Assurance

Monitor service quality and consistency across teams

Implement processes and standards to maintain service excellence

Ensure compliance with Smardt technical procedures

Customer Relationship Management

Build strong relationships with key accounts and data center operators

Conduct service reviews and gather customer feedback

Identify opportunities for service improvements and enhancements

Revenue & Service Growth

Identify service revenue opportunities through field insights

Support growth through upgrades, retrofits, and expanded services

Improve service profitability and margin performance

Performance Monitoring & Reporting

Track KPIs such as response times, PMA completion, and system uptime

Report on service performance, productivity, and revenue opportunities

Drive continuous improvement initiatives

Safety & Compliance

Promote a strong safety culture across operations

Ensure compliance with company policies and regulatory requirements

Support safe work practices for employees and subcontractors

What You'll Bring

Experience

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

Education / Certifications

Degree in Mechanical Engineering, HVAC, or related technical field preferred

Technical Skills

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

Core Competencies

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

What We Offer

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

Equal Employment Opportunity Statement

Smardt is an equal opportunity employer committed to fostering an inclusive and diverse workplace where all individuals are treated with dignity and respect. We do not discriminate based on any protected characteristic under applicable laws.

As part of our hiring process, Smardt conducts background checks in compliance with applicable laws.

Smardt does not accept unsolicited resumes from recruiters or agencies without a signed agreement.