Senior Service Manager

Mitsubishi Heavy Industries America, Inc. (MHIA) is looking for a Sr. Service Manager to join our team. This is a hybrid role based out of our Plano, Texas location.

ABOUT MITSUBISHI HEAVY INDUSTRIES AMERICA, INC. (MHIA):

For over 130 years, Mitsubishi Heavy Industries (MHI) Group’s innovative and integrated solutions have demonstrated our commitment to creating a positive social impact around the globe. Our range of products and services is tailored to meet our customers’ evolving needs across the commercial aviation, energy, transportation and infrastructure, machinery, defense, and space systems sectors.

Our culture embraces diversity and cooperation, and we promote a healthy balance of professional and personal development, ensuring that your ideas and expertise are valued and respected.

SCOPE:

The Senior Service Manager will lead the development and execution of service operations for MHI data center solutions and related infrastructure business in the United States. This role is responsible for defining lifecycle service strategies, including maintenance concepts, spare parts planning, and technical support, and for shaping the service lifecycle framework for new DCEM products and services, while enabling scalable service delivery across power, cooling, and distribution systems. This position collaborates closely with Concentric, a subsidiary of the MHI DCEM organization, to support the planning and execution of service operations. This position also collaborates with global stakeholders across Japan and the U.S. to align priorities, enable effective execution, and support MHIA’s long-term business objectives.

The ideal candidate will have at least ten (10) years of experience in service operations, field service, or after-sales support in industrial systems or infrastructure projects

JOB RESPONSIBILITIES:

Service Strategy & Lifecycle Support

• Define and lead the implementation of service strategies, including preventive and corrective maintenance concepts across the product lifecycle
• Develop service frameworks aligned with modular data center products and infrastructure systems
• Ensure serviceability considerations are incorporated into product design and system architecture

Spare Parts & Logistics Coordination

• Establish spare parts planning, inventory strategies, and supply chain coordination for service operations
• Coordinate with suppliers and internal teams to ensure availability and timely delivery of critical components
• Optimize spare parts standardization and lifecycle cost management

Technical Support & Field Service

• Oversee technical support operations for installed systems, including troubleshooting and issue resolution
• Establish technical support processes, documentation, and escalation procedures
• Support field service activities and ensure consistent service quality across projects

Service Operations Development

• Build and manage service execution models, including service agreements, maintenance contracts, and support structures
• Define KPIs and performance metrics for service operations
• Drive continuous improvement of service processes to enhance efficiency, reliability, and customer satisfaction
• Cross-functional Coordination
• Collaborate with engineering teams to ensure alignment between product design and service requirements
• Work with project teams to support installation, commissioning, and handover processes
• Coordinate with commercial teams to support proposals and customer engagements with service-related inputs

Customer & Stakeholder Engagement

• Engage with customers and partners to understand service requirements and operational needs
• Support business development by contributing service solutions to proposals and negotiations
• Represent service functions in discussions with key stakeholders in the data center ecosystem
• This list of responsibilities is not all-inclusive, and an employee may be required to perform other relevant duties as assigned.

MINIMUM REQUIRED QUALIFICATIONS:

• Education Requirement: B.A. or B.S. in Engineering, Mechanical/Electrical Engineering, or related field
• Experience: Minimum of ten (10) years of experience in service operations, field service, or after-sales support in industrial systems or infrastructure projects
• Experience in maintenance strategies, spare parts management, and technical support operations
• Understanding of equipment lifecycle management and service planning
• Experience working with complex systems such as power generation, cooling systems, or industrial equipment
• Strong communication and stakeholder management skills in cross-functional and customer-facing environments
• Proficiency with enterprise tools (ERP systems, service management systems, MS Office, etc.)

PREFERRED QUALIFICATIONS:

• Experience in data center or mission-critical infrastructure service operations
• Experience with generators, gas engines, HVAC/cooling systems, or power distribution equipment
• Familiarity with modular or prefabricated infrastructure systems
• Knowledge of service contracts, SLAs, and lifecycle service models
• Experience in building or scaling service operations in new markets
• Experience in global organizations or cross-cultural teams

WORKING CONDITIONS:

• Travel: 20-40%
• Standard Monday through Friday work week. Weekend/late night work if applicable: depending on project needs
• Lifting/physical requirements: Regularly required to sit for long periods, stand, walk, talk, and/or hear. Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds

Why Should You Apply?

• Excellent Benefits (Medical, Dental, Vision & 401K Matching)
• Excellent growth and advancement opportunities
• Paid vacation, sick time, and 15 holidays
• Committed to quality products and services.
• Great working environment and culture

MHIA is an Equal Employment Opportunity (EEO) employer actively seeking to diversify the workforce and is committed to a policy of equal employment opportunity. Therefore, all qualified applicants are strongly encouraged to apply.

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