Field Service Director

Field Service Director
Location: Remote or Hybrid (U.S.)
Role Overview
The Director of Field Service will lead and scale Airsys’ North American after-sales service organization, overseeing field service operations, third-party partner strategy, and long-term service capability development. This role is responsible for building a high-performing service function that supports large-scale data center cooling deployments (chillers, CRAH/CRAC, liquid cooling systems), ensuring best-in-class uptime, customer satisfaction, and operational efficiency.
This is a strategic leadership role that goes beyond day-to-day service management—owning service P&L, partner ecosystem, and the roadmap for building an in-house service organization.
Key Responsibilities
Service Strategy & Organizational Leadership
Own the overall service strategy for North America, including structure, scalability, and long-term capability buildout.
Develop and execute a roadmap to transition from a primarily third-party service model to a hybrid or in-house service organization.
Establish KPIs and dashboards across service operations (SLA adherence, uptime, MTTR, cost-to-serve, customer satisfaction).
Partner with executive leadership to align service strategy with company growth, especially in hyperscale and modular data center markets.
Manage service budget, forecasting, and cost optimization initiatives.
Field Service Operations Oversight
Provide executive oversight of all field service operations, including commissioning support, troubleshooting, and after-sales service delivery.
Ensure consistent, high-quality service execution across all projects and regions.
Drive operational excellence through standardized processes, tools, and reporting.
Oversee escalation management for critical customer issues and ensure timely resolution.
Third-Party Service Partner Strategy
Own the full lifecycle of third-party service partners: selection, contracting, onboarding, training, and performance management.
Establish a scalable partner network across key regions to support rapid growth.
Implement formal partner performance scorecards and rotation strategies based on quality, cost, and responsiveness.
Negotiate service agreements and ensure alignment with customer SLAs and company standards.
Technical Leadership & Escalation Governance
Act as the highest-level escalation point for complex technical and operational service issues.
Provide strategic direction on root cause analysis, failure trends, and systemic improvements.
Partner closely with Engineering, Quality, and Product teams to influence product design improvements based on field data.
Ensure strong technical competency across service teams in HVAC systems, chillers, controls, and liquid cooling technologies.
Customer & Commercial Interface
Serve as executive-level point of contact for key customers on service-related matters.
Support Sales and Key Account teams in pre-sales and post-installation phases, ensuring strong service positioning.
Drive service as a value differentiator in large data center and OEM contracts.
Support contract negotiations related to service scope, SLAs, and performance guarantees.
Team Building & Talent Development
Build, lead, and develop a high-performing service leadership team (regional managers, service managers, technical leads).
Lead hiring strategy for future in-house field service engineers and technicians.
Establish structured training programs and career development paths.
Foster a culture of accountability, technical excellence, and customer-first mindset.
Continuous Improvement & Data-Driven Insights
Leverage service data and field feedback to identify reliability trends and improvement opportunities.
Drive continuous improvement initiatives across service delivery, cost efficiency, and product performance.
Implement systems and tools to enhance visibility into service operations and customer outcomes.
Qualifications & Requirements
Bachelor’s degree in Mechanical Engineering, Electrical Engineering, HVAC, or related field (Master’s preferred).
12+ years of experience in HVAC, data center cooling, or industrial equipment service environments.
5–8+ years of leadership experience managing service organizations, including managers or multi-region teams.
Strong expertise in large-scale cooling systems (chillers, CRAH/CRAC, refrigeration systems, controls, PLCs).
Experience working within OEM environments supporting mission-critical infrastructure (data centers strongly preferred).
Proven experience managing third-party service networks and/or building in-house service teams.
Strong business acumen, including budget ownership, cost management, and service strategy development.
Ability to operate at both strategic and tactical levels in a fast-growing organization.
Excellent communication skills with experience engaging executive stakeholders and key customers.
Willingness to travel as needed to support customers, partners, and internal teams.

Work arrangement
No