The Director of Service Operations - Data Centers, is responsible for delivering exceptional and comprehensive aftersales support for various stationary power generation equipment as offered from the Industrial business unit of Generac Power Systems.  This position will develop and manage parts & field support strategies, create and manage direct Field support organizations as well as coordinating dealer support strategy, own the internal and external product training strategy, and collaborate with product teams to resolve issues to enhance customer satisfaction. 

Key Responsibilities

• Responsible for overseeing a 24/7 consumer support operation of 100+ agents in a high-volume B2C manufacturing environment. This role ensures a seamless, customer-centric post-sale experience by driving performance across all support channels, meeting key service metrics, and leading process improvements. Mentors team leaders and collaborates cross-functionally to resolve issues and continuously improve the end-to-end experience.

• Build, lead, and mentor a high-performing team of field service professionals, setting clear performance metrics and driving continuous development.

• Develop and execute regional dealer, training, and aftersales/parts support strategies to improve coverage and effectiveness.

• Oversee troubleshooting and resolution of technical issues for stationary power generation equipment with a speed-to-resolution and quality-first mindset.

• Implement support strategies and processes that enhance customer satisfaction, operational efficiency, and effective resource balancing.

• Drive continuous improvement initiatives to reduce downtime, optimize product performance, and elevate service execution.

• Partner cross-functionally with product development, sales, and technical support to resolve issues and provide feedback for product enhancements.

• Build and maintain strong client and dealer relationships through proactive communication, reporting, and responsiveness to performance metrics.

Minimum Qualifications

• Bachelor’s degree (or equivalent knowledge) in Engineering (Electrical preferred), Business Administration, or equivalent knowledge.

• 7 years of experience in large diesel or natural gas generators product support, technical service management, or a related field.

• 4 years of management level experience

• Experience with large Data Center SLA requirements

Leadership Principles

• PMP and Lean Six Sigma certified, with additional product support and service certifications (CMRP, CTSP, CSM) and Uptime Institute credentials (ATD, ATS, AOP).

• 10+ years of experience with power generation equipment, including reciprocating-engine generators, transfer switches, and spark-ignited systems.

• Advanced expertise in engine maintenance, natural gas fuel systems, electronics, electromechanical technology, and data center design.

• Strong working knowledge of mechanical design, AC/DC circuitry, power generation systems, wiring schematics, and connection diagrams.

• Highly skilled in troubleshooting and independent decision-making, with experience using SAP (or equivalent ERP) and Salesforce.