National Service Manager, USA

Armstrong Fluid Technology; Buffalo (NY); On-site; USD 120,000 - 150,000; Full time

Job summary

Armstrong Fluid Technology in the United States seeks a National Service Manager, USA, to lead service operations and ensure Best in Class customer experience across the U.S. You will optimize CRM/ERP systems and guide cross-functional teams in HVAC service delivery.

This role demands strategic leadership, clear communication, and a proven ability to build energized service organizations, collaborate with product management, and advance energy performance initiatives.

Qualifications

• University or CET designation in Mechanical or Electrical Engineering.
• 5+ years of technical or engineering experience.
• 10+ years in HVAC services operations leadership.
• Strong cross-functional leadership and communication skills.

Responsibilities

• Direct responsibility for U.S. Service operations.
• Develop and implement service systems around CRM, ERP, Asset Management, reporting.
• Define and implement KPIs for service execution in the U.S.

Skills

Cross-functional leadership

Communication

Strategic thinking

Project management

Education

Engineering degree (Mechanical or Electrical)

Professional Engineer (PE) asset

Tools

CRM

ERP

Asset management systems

Job description

Imagine working at the forefront of innovation in fluid-flow technology, with over 1400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative technical and marketing minds driven by a shared mission to engineer the future and safeguard our planet.

As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that promote energy efficiency and reduce environmental impact. Every day offers the chance to make a meaningful contribution to a more sustainable future, driving innovations that help lower global carbon footprints. Together, we’re creating a legacy that goes beyond business—one that’s changing the world for the better.

Job Summary/Basic Functions

The National Service Manager, USA, will report directly to the Global Service Leader. The primary responsibility of this position is to establish, develop, and optimize Armstrong Fluid Technology’s service operations and systems to ensure Best in Class customer experience. The right candidate must be a strategic thinker, technically competent, good communicator and possess the ability to inspire and lead cross functional teams including manufacturing, customer support, product development, finance, marketing and sales. This person will have strong leadership, teamwork, analytical and communication skills plus a demonstrated track record of customer advocacy and success in Building Energy Performance Services and leading HVAC Service organizations.

Specific Duties / Essential Functions

• Direct responsibility for U.S. Service operations
• Develop, and implement consistent service systems around CRM, ERP, Asset Management, Centralized reporting, Contract management etc.
• Define and implement consistent methodology, workflows, best practices and KPIs for service execution in the U.S. This includes 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 that 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

Education and Experience

• University or CET designation in Mechanical or Electrical Engineering or related field with a minimum of five years’ technical or engineering experience. Registered Professional Engineer would be an asset
• Minimum of 10 years’ experience in building and managing HVAC services operations team and infrastructure. Exposure at a global level would be an asset
• Experience in building and/or managing a team to deliver Performance Management Services & Energy Retrofits
• Experience in leading and influencing cross functional team is critical
• Strong technical knowledge of products and systems in the HVAC industry
• Knowledge of Asset Management Systems and methodologies is highly desirable
• 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, customer, and End-users