Service Operations Excellence Manager

Company Overview

XNRGY Climate Solutions is a leading North American provider of sustainable design and state-of-the-art manufacturing of custom air handling and liquid cooling systems. With decades of experience in HVAC engineering and manufacturing, XNRGY is uniquely qualified to deliver innovative and energy-efficient solutions that meet the specific needs of a wide range of industries, including hyperscale and modular data centers, healthcare facilities, pharmaceutical labs, semiconductor clean rooms, EV battery manufacturers and life sciences facilities.

Opportunity

The successful candidate will join a rapidly expanding team within a company transforming one of the most significant emerging markets in the last 50 years: the advanced infrastructure powering global AI expansion. Over the next 12 months, XNRGY will scale two new state-of-the-art production facilities in Arizona, increasing manufacturing capacity by more than 200%.

Position Overview

The Service Operations Excellence Manager is responsible for building and deploying the operational foundation that supports XNRGY’s Service organization. Reporting to the QHSE Director, this role drives the development of scalable processes, systems, and capabilities that enable safe, consistent, and cost-effective field execution.

This leader will oversee the establishment and operation of the Service Training Center, manage the service fleet (trucks/vans/trailers), and govern all service tools and equipment used by technicians across the three service activity buckets

1. Rework & completiom
2. Startup & commissioning (L2–L5)
3. Service after commissioning.

This role will also lead to the enablement of Epicor for Service to ensure accurate cost capture and standardized workflows, and will co-lead the selection and deployment of a CRM platform aligned with the future Service Operating Model. Additionally, the Service Operations Excellence Manager will oversee a Data Analyst responsible for field data collection, reporting, and performance insights.

Success requires strong operational rigor, experience with service systems, a structured approach to process governance, and the ability to collaborate across multiple functions in a fast-paced, hypergrowth environment.

Cross-functional alignment: Service Director, Workforce Manager, Field Service PM/Lead, Engineering, Manufacturing, Finance, BTO/IT

Key Responsibilities:

1. Service Training Center (Mesa, AZ)

• Establish and operate the Service Training Center, including planning, tooling, commissioning rigs, safety infrastructure, and curriculum development.
• In concert with the Service Management team, develop structured training programs aligned with QHSE and Service competency requirements (L2–L5 commissioning, safety, quality, technical skills).
• Partner with Workforce Management to plan training cohorts, track certifications, and ensure readiness before deployment.
• Maintain training documentation, records, and compliance with internal BMS standards.

2. Fleet Management (Trucks, Vans, Trailers)

• Define standardized vehicle specifications, upfitting requirements, and safety equipment.
• Manage acquisition, maintenance, telematics, lifecycle planning, and vehicle readiness.
• Ensure regulatory compliance (inspections, documentation, insurance, licensing
• Lead vendor management and cost control for fleet operations

3. Tools, Equipment & Service Assets

• Govern the lifecycle of all service tools and specialty equipment: selection, calibration, custody, replacement, and compliance.
• Coordinate inventory control, audits, calibration schedules, and asset tracking.
• Ensure alignment with safety requirements, commissioning needs, and technician levels (S1–S3).

4. Process & Systems – ERP, CRM, and BMS Integration

• Lead the configuration and optimization of Epicor to support the Service organization, ensuring accurate capture of labor, materials, fleet, tools, and job costing by activity bucket.
• Develop standardized workflows, documentation, and compliance requirements integrated into the Business Management System (BMS)
• Co-lead CRM capability definition, vendor selection, and future implementation in partnership with the Business Transformation Office.
• Ensure system adoption, training, and process discipline across Service roles.

5. Data, Analytics & Performance Insight

• Direct the Data Analyst responsible for field-based data collection, dashboards, metrics, and performance reporting.
• Build reporting frameworks covering readiness, commissioning performance, fleet/tool utilization, cost visibility, and service quality.
• Provide structured feedback loops to Product Engineering, Manufacturing, QHSE, and Service leadership to drive continuous improvement and defect reduction.

6. Governance, Compliance & Continuous Improvement

• Maintain process governance aligned with QHSE and the BMS; support internal audits and corrective actions.
• Identify inefficiencies and implement scalable processes to support hypergrowth
• Ensure alignment with safety and quality requirements across all service activities.
• Coordinate with Procurement, Finance, and BTO to support vendor management, budgeting, and data accuracy.

First 12 Months - Focus

• Stand up the Service Training Center with curriculum, equipment, and certification paths.
• Implement structured fleet and tooling governance, including lifecycle standards and cost tracking.
• Deploy Epicor service workflows to enable accurate cost capture across the three service buckets.
• Define CRM business capabilities and drive vendor assessment for selection in H2.
• Establish dashboards and reporting cadence for field performance, cost visibility, and operational readiness.
• Support the deployment of the Service Operating Model (SOM) through structured processes and system integration.
• Improve technician readiness and reduce delays caused by tools, equipment, training, or documentation gaps.

Experience & Background

• 8–12+ years in service operations, field operations, service excellence, or operational transformation roles.
• Experience with HVAC, industrial equipment, or technical field service environments preferred..
• Proven experience enabling ERP for service workflows (Epicor strongly preferred).
• Exposure to CRM selection and deployment for field operations (dispatch, work orders, case management).
• Experience managing fleet, tools, or technical asset programs isan asset.
• Strong capability in building training programs, documentation, and operational governance.
• Familiarity with ISO aligned BMS frameworks (9001/45001) is beneficial.
• Travel as needed, to manufacturing sites and field locations.

Compatncies

• Operational Rigor: Strong process discipline; capable of building structure in high-growth environments.
• Systems Thinking: Understands how tools, processes, and systems integrate across the service lifecycle.
• Execution Excellence: Drives commitments to completion; maintains strong follow-through.
• Collaboration: Works effectively across Engineering, QHSE, Finance, and Service operations.
• Data Driven Mindset: Uses data and dashboards to identify issues and drive improvements.
• Continuous Improvement: Identifies operational gaps and leads structured improvement initiatives.
• Communication: Clear, respectful, and consistent in cross-functional interactions.