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About the Role

Establish, develop, and optimize service operations and systems to ensure a Best in Class customer experience for Armstrong Fluid Technology's U.S. service operations.

Responsibilities

• Direct responsibility for U.S. Service operations
• Develop and implement consistent service systems around CRM, ERP, Asset Management, Centralized reporting, and Contract management
• Define and implement consistent methodology, workflows, best practices, and KPIs for service execution in the U.S., including new and existing service offers
• Participate in New Product Development initiatives and lead service delivery strategy for all new products
• Lead global installed base tracking initiative in collaboration with internal and external stakeholders, including channel partners
• Collaborate with internal stakeholders (Product Management, IT, Operations, etc.) to ensure Product Lifecycle data is updated
• Work with Service Marketing to update and/or develop new Lifecycle Management offers
• Lead National Level 1 Technical Support team
• Lead development of new training content for End users, Service Parts Dealers, and Commercial Service Partners
• Support Global Operation and Customers service on warranty determination and initial triage
• Support legal teams as and when required on legal issues
• Establish and maintain national performance guidelines for service delivery through partners

Requirements

• Strategic thinker, technically competent, good communicator, and possess the ability to inspire and lead cross-functional teams
• Strong leadership, teamwork, analytical, and communication skills
• Demonstrated track record of customer advocacy and success in Building Energy Performance Services
• Experience leading HVAC Service organizations
• Ability to read construction drawings, layouts, and electrical, hydraulic schematics
• Ability to effectively present business information and respond to questions from groups of managers, channel partners, customers, and End-users

Skills

• Building Energy Performance Services
• Leading HVAC Service organizations
• Asset Management Systems and methodologies
• CRM
• ERP
• Technical Support
• Product Lifecycle Management
• Performance Management Services
• Energy Retrofits

Location

• USA

Work Type

• Full-time

Experience Level

• Minimum of 10 years’ experience in building and managing HVAC services operations team and infrastructure
• Minimum of five years’ technical or engineering experience

Education Level

• University or CET designation in Mechanical or Electrical Engineering or related field
• Registered Professional Engineer would be an asset

About the Company

• Forefront of innovation in fluid-flow technology
• Over 1400 colleagues across the globe
• Legacy of excellence spanning eight manufacturing facilities on four continents
• Leader in our industry
• Community of bright and creative technical and marketing minds
• Shared mission to engineer the future and safeguard our planet
• Environment that fosters growth, creativity, and collaboration
• Opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that promote energy efficiency and reduce environmental impact
• Meaningful contribution to a more sustainable future, driving innovations that help lower global carbon footprints
• Creating a legacy that goes beyond business—one that’s changing the world for the better