Service Manager

Role type: Working manager (balances office and field time)

Reports to: Field Service Manager (Jason Marinin)

Key partnerships: Operational Compliance; Training & Technical Support; First Responder; Project Management; Regional Service Leaders

Leadership Purpose

The DA Supervisor is accountable for safe, reliable, and cost-effective operation and maintenance of assigned DIRECTAIR sites. This role ensures assigned sites consistently meet contractual guarantees (including redundancy requirements where applicable) and drives rapid recovery, disciplined troubleshooting, and customer communication during any operational event.

Core Accountabilities (applies to all DIRECTAIR Supervisors)

• Own overall operational performance for assigned DIRECTAIR sites: reliability, responsiveness, safety, and cost control.
• Maintain hands-on working knowledge of DIRECTAIR equipment, software/control systems, and site-specific auxiliary systems.
• Ensure contractual KPI performance; identify risks early and communicate issues promptly to DIRECTAIR leadership.
• Lead stabilization and recovery for site events (including traveling to site when required).
• Plan, prioritize, and execute preventive and predictive maintenance to meet uptime and PM-on-time targets.
• Drive root cause / corrective action (RCCA) for significant events and recurring failures; ensure corrective actions are closed.
• Maintain strong customer relationships and provide timely, respectful written and verbal communication consistent with OTC values.
• Coordinate with First Responder for after-hours escalation/handoff and ensure accurate site contact and escalation data.
• Support commissioning/expansions/refits for assigned sites in coordination with Project Management and DIRECTAIR leadership.
• Ensure accurate processing and allocation of DIRECTAIR costs (work orders, time, materials) and support budget adherence.

People Leadership (when direct reports are assigned)

• Effectively manage and develop direct reports (technicians and/or other roles) through clear expectations, coaching, and accountability.
• Assign work, set priorities, and verify quality of execution to meet safety, reliability, and customer requirements.
• Coordinate training plans and qualification expectations for technicians supporting assigned sites.

Authority / Decision Rights

• Direct day-to-day technician work priorities for assigned sites (including emergency response) within established standards and safety requirements.
• Initiate RCCA and define corrective actions; escalate items requiring engineering/design change or capital spend.
• Recommend site baselines and operational improvements; changes impacting compliance controls or KPI definitions require alignment with approved standards.
• Request and prioritize training needs with Training & Technical Support; enforce technician qualification expectations for assigned sites.

Centrifugal Site Interface

• For any centrifugal site, the DA Supervisor remains the overall site owner. However, the assigned Centrifugal Operations Supervisor is the single technical authority for centrifugal method and technical direction.
• The DA Supervisor ensures technicians execute centrifugal work according to the Centrifugal Operations Supervisor's technical method and priorities.

Authority / Decision Rights (centrifugal sites)

• Owns the customer relationship and overall site plan (visit cadence, non-centrifugal PM/corrective work, scheduling, and logistics).
• Assigns technicians and releases technician hours to execute the centrifugal priority queue and centrifugal event actions.
• May not unilaterally change centrifugal baselines, alarm/trip response expectations, or return-to-service criteria; deviations require Centrifugal Operations Supervisor approval (and any required governance approvals).
• May request centrifugal work reprioritization, but final technical priority for centrifugal scope is owned by the Centrifugal Operations Supervisor; resource conflicts are arbitrated by the Field Service Manager.

Escalation and Incident Protocol (centrifugal sites)

• Normal operations: execute weekly centrifugal priority queue; confirm tech commitments and completion.
• Centrifugal event declared: Centrifugal Operations Supervisor is Technical Incident Lead; DA Supervisor is Site/Customer Lead. The DA Supervisor coordinates access, staffing, communications, and logistics while Centrifugal Operations Supervisor directs technical troubleshooting and return-to-service criteria.
• If Centrifugal Operations Supervisor declares centrifugal jeopardy, DA Supervisor releases qualified resources immediately or escalates to Field Service Manager immediately.
• Resource conflict: if DA Supervisor cannot meet centrifugal priority needs with assigned technicians, coordinate with Centrifugal Operations Supervisor first; if not resolved same day (or immediately during an active event), escalate to Field Service Manager.
• Deviation from method: if a technician or supervisor believes the approved method is unsafe or not viable, stop work and contact Centrifugal Operations Supervisor immediately; if unresolved, escalate to Field Service Manager.

Interfaces and Boundaries (prevents conflicts)

• Operational Compliance owns compliance system governance, KPI integrity, and auditability; DA Supervisor owns field execution to the standard.
• Training & Technical Support owns training system design and delivery; DA Supervisor provides field requirements, failure modes, and validates training effectiveness.
• Project Management owns project schedule and commercial coordination pre-turnover; DA Supervisor owns operational readiness input and post-go-live operations execution for assigned sites.

Success Measures

• Assigned sites meet reliability and contractual KPI outcomes with minimized repeat events.
• PM compliance and documentation quality meets expectations.
• Fast, controlled recovery from events with clear communications and closed corrective actions.
• Centrifugal work is executed on schedule with minimal rework and consistent method adherence.

Qualifications

• Demonstrated industrial service/operations experience, capable of hands-on troubleshooting and field leadership.
• Strong controls aptitude and ability to learn and apply DIRECTAIR software and auxiliary systems.
• Disciplined troubleshooting and documentation habits; capable of leading RCCA.
• Strong communication skills and customer professionalism.

Travel / Availability

• Regular travel to assigned sites; increased travel for commissioning, stabilization periods, and significant events.
• Participation in escalation/on-call support as determined by Field Service leadership.