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.
