Director, Product Lifecycle & Field Services

Position Title: Director, Product Lifecycle & Field Services

Position Location: Remote - work virtually from anywhere in the United States. Must have a valid driver’s license and ability to rent vehicles.

Travel Requirements: Up to 25%, this may include travel to any or all 50 US states. Must be able to rent vehicles and have a valid driver’s license.

JOB SUMMARY

The Director, Product Lifecycle & Field Services is responsible for the complete post-production lifecycle of equipment supplied by Galtra Solutions. This role serves as the single point of accountability for Galtra equipment from factory release through shipment, installation, startup, commissioning, turnover, warranty, service, modification, and end-of-life support.

The Director, Product Lifecycle & Field Services owns Galtra's installed-equipment record and ensures Galtra can answer, at any time, what equipment was provided, what exactly was built, where it is, whether it has been installed and commissioned, what warranty applies, what service has been performed, what problems remain open, what components have been replaced or modified, and what Galtra owes the customer next.

The role does not perform every activity directly. It is accountable for ensuring the appropriate Galtra personnel, manufacturers, service providers, contractors, and other partners perform their responsibilities and that the resulting information is captured, verified, and retained.

This person will work closely with Executive Leadership, Engineering, Project Management, Operations, Supply Chain, Manufacturing partners, Quality, Finance, Commercial/Sales, IT/Shared Services, authorized service providers, and customers.

This person will communicate and operate in line with organizational goals and values, as well as departmental objectives.

ESSENTIAL FUNCTIONS

Equipment Asset Management and Traceability

• Establish and maintain Galtra equipment serial-number and asset-identification standards
• Ensure each serialized asset has a complete Galtra-controlled equipment record, including model, configuration, revision, as-built information, and critical-component serial/lot numbers
• Track manufacturing completion, equipment release, shipping, delivery, and receipt
• Track final installed location down to the appropriate building, data hall, room, row, or position
• Maintain asset status throughout the equipment lifecycle and ensure records stay current through component replacement, modification, or configuration change
• Establish data-quality requirements and resolve missing or conflicting information

Lifecycle Management System

• Own the business requirements and day-to-day operation of Galtra's equipment lifecycle tracking system (interim platform initially, transitioning into ERP/EAM/CRM/field-service environment)
• Define required equipment and lifecycle data, workflows, permissions, responsibilities, and reporting
• Coordinate system implementation, configuration, and data migration into future Galtra enterprise systems
• Ensure information remains Galtra-owned and readily exportable
• Establish QR, barcode, or similar equipment-identification processes where appropriate
• Provide dashboards showing equipment status, startup, warranty, open issues, and service activity

Installation and Site Readiness

• Track delivery and equipment receipt; confirm equipment location and installation status
• Coordinate with project management on installation sequencing and site readiness
• Identify equipment that is delivered but not installed, installed but not startup-ready, or otherwise delayed
• Track installation-related deficiencies and document damage, improper storage, or other conditions affecting performance or warranty

Startup and Commissioning Services

• Develop and maintain startup requirements and procedures
• Coordinate startup scheduling with project teams, customers, manufacturers, and Galtra-authorized service providers
• Manage authorized startup providers (e.g., STC and other Galtra partners) and track startup completion by serial number
• Ensure required startup records and manufacturer documentation are completed and retained
• Coordinate Galtra's participation in L3, L4, and L5 commissioning activities and track related deficiencies to resolution

Warranty Management

• Define and document applicable warranty terms and establish the correct warranty-start trigger for each project and product
• Maintain warranty start/expiration dates by asset and track manufacturer/component warranties
• Review warranty claims, determine responsibility, and coordinate corrective action with manufacturers and service providers
• Manage warranty-related RMAs, parts replacement, and service activity
• Identify recurring warranty issues, escalate systemic problems, and maintain documentation supporting warranty decisions
• Prevent Galtra from absorbing costs that properly belong to manufacturers, contractors, customers, or other parties

Field Service Management

• Establish field-service processes, standards, and escalation procedures
• Coordinate Galtra employees and authorized third-party service providers; manage service requests and response priorities
• Track service activity against equipment records, including service reports, photographs, findings, corrective actions, and parts used
• Track unresolved issues through closure and monitor service-provider performance, responsiveness, quality, and cost

Spare Parts and Replacement Components

• Identify recommended startup, commissioning, warranty, and operational spare parts, and establish critical-spares requirements
• Coordinate parts availability with Supply Chain and manufacturers; maintain approved replacement-part information
• Track major replacement components by serial number and manage field replacement logistics and RMAs
• Identify obsolete or long-lead components that create lifecycle risk

Field Modifications and Product Changes

• Coordinate field modifications with Engineering and identify affected equipment by serial number and location
• Develop implementation plans, track modification completion by unit, and maintain original/revised configurations
• Prevent undocumented field changes and ensure drawings, procedures, and records reflect approved changes

Failure Analysis and Continuous Improvement

• Track recurring field failures and performance issues; identify trends by product, component, manufacturer, project, or configuration
• Coordinate root-cause analysis and ensure corrective actions are assigned and completed
• Identify potentially affected equipment populations and support containment/field-correction programs
• Provide field-performance data to Engineering and Supply Chain and recommend improvements

Customer Lifecycle Support

• Establish the customer's path for requesting equipment support and coordinate responses to equipment-related issues
• Maintain visibility of open customer concerns and ensure commitments are documented and completed
• Provide accurate equipment, startup, warranty, and service status; support customer turnover and closeout requirements

Service Agreements and Lifecycle Revenue

• Work with Galtra leadership to develop lifecycle services as a commercial offering (extended warranties, preventive maintenance, inspections, health checks, recommissioning, emergency response, spare-parts programs, upgrades/retrofits, controls/software updates, long-term service agreements)
• Build recurring lifecycle revenue from the installed equipment base, not only risk reduction

Partner and Supplier Management

• Coordinate lifecycle responsibilities across ThermalWorks and other manufacturers, STC and other authorized service providers, component suppliers, contractors, commissioning providers, and customer facilities teams
• Establish clear responsibilities and performance expectations while maintaining Galtra's ownership of the customer relationship and equipment record

Completion of Assigned Tasks and Deliverables on Time and on Budget

Performs Other Related Duties as Assigned

POSITION REQUIREMENTS (ADVANCED LEVEL FOR ALL THE FOLLOWING)

• Strong experience with manufactured equipment, field service, commissioning, warranty, operations, or product lifecycle management
• Experience managing complex equipment across multiple locations or projects
• Strong organizational and process-development capability
• Ability to coordinate manufacturers, service providers, contractors, engineers, and customers
• Strong understanding of documentation and configuration control
• Ability to recognize technical, contractual, warranty, and commercial risk
• Strong follow-through and willingness to hold internal and external parties accountable
• Comfortable working with asset-management, ERP, CMMS, EAM, CRM, or field-service systems
• Strong written and verbal communication skills
• Preferred: data center or other mission-critical infrastructure experience
• Preferred: HVAC, mechanical, electrical, controls, or related equipment experience
• Preferred: startup and commissioning experience
• Preferred: OEM or manufacturer's representative experience
• Preferred: warranty and field service management experience
• Preferred: product serialization and configuration management experience
• Preferred: experience implementing lifecycle, ERP, EAM, CMMS, or field-service systems
• Preferred: experience managing third-party service organizations

PHYSICAL DEMANDS

The following physical demands must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is

• Frequently manipulating, moving or grasping small parts, devices or tools.
• Frequently required to remain in a stationary position.
• Frequently moving through various environments, including critical facilities, low / high temperatures, and outdoor elements such as precipitation and wind.
• Frequently required to ascend/ descend stairs and ladders and move through tight or confined spaces to access equipment.
• On occasion the employee may be required to position self under or over equipment.
• On occasion the employee may move equipment weighing up to 50 pounds.

TRAVEL REQUIREMENTS

• Must have a valid driver’s license and ability to rent vehicles.
• Travel up to 25%, this may include travel to any or all 50 US states. Must be able to rent vehicles and have a valid driver’s license.
• International travel may be required based on individual skill, training and project needs
• Travel is defined as physically leaving home on behalf of business activities including but not limited to client sites, meetings with other employees, meetings for business development purposes, running errands on behalf of the business, attending industry conferences, etc.

EDUCATION / EXPERIENCE REQUIREMENTS

• Strong experience with manufactured equipment, field service, commissioning, warranty, operations, or product lifecycle management (specific years not specified in source document)
• An engineering degree may be beneficial but should not be mandatory if the individual has strong equipment, service, and lifecycle-management experience

BENEFITS

Galtra Solutions offers a very competitive benefits package; highlights include

• Choice of comprehensive medical plans (including two PPO-style plans and a HDHP w/ HSA option)
• Flex spending accounts (FSA)
• Dental and vision plans
• Comprehensive medical, dental and vision benefits extended to spouse / domestic partner and dependent children up to age 26
• 401k with company match and self-directed brokerage account option
• PTO including additional paid time off during the last week of the year
• Company paid life insurance coverage for employees and their eligible dependents
• Short and long-term disability, AD&D coverage
• Professional development opportunities, tuition reimbursement and professional licensing assistance
• Paid parental leave after one year of employment

Galtra Solutions is an EEO/Affirmative Action Employer and participates in the E-Verify program with the Department of Homeland Security. We encourage diversity in our workforce.

Are you ready to challenge yourself and redefine standards in the AEC industry? Apply now and join our award-winning team!​

CO, CA, IL, NY, WA, and Washington DC residents only: In accordance with CO, CA, IL, NY, WA, and Washington DC law, the range provided is Galtra Solutions' reasonable estimate of the base compensation for this role. The actual amount may differ based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location.

​NOTICE TO THIRD PARTY AGENCIES:

Galtra Solutions does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to Galtra Solutions in the absence of a signed Service Agreement where Galtra Solutions has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of Galtra Solutions and Galtra Solutions will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing services