ABOUT COLDTURE

At Coldture, we’re building the rails for human recovery; a connected wellness ecosystem that powers performance, longevity, and daily health rituals worldwide. We manufacture and deliver world-class cold therapy and recovery solutions across North America, with a fast-growing portfolio that now includes saunas, and beyond.
We’re looking for a Technical Service Director to join our fast-paced team and bring exceptional leadership and technical expertise to one of the most critical parts of our business: service, reliability, and customer satisfaction.

QUALIFICATIONS

• 10+ years of hands-on technical experience in pools, hot tubs, HVAC, or related mechanical systems.
• 5+ years of proven leadership managing large technical or service teams.
• Strong track record of building and scaling service operations for a product-driven or equipment-based business.
• Deep knowledge of water systems, electrical, and plumbing as applied to pools/hot tubs.
• Experience with service P&L management, contracts, and customer experience strategy.
• Exceptional communication, leadership, and problem-solving skills.
• Thrives in a fast-paced, entrepreneurial environment and motivated to build a category-leading brand.

THE ROLE

The Technical Service Director will oversee all aspects of technical support, field service operations, and post-purchase care for Coldture’s premium recovery equipment. This role is perfect for a service leader who thrives in a high-growth environment, combines technical depth with operational excellence, and knows how to build and scale service teams that delight customers.
You’ll be responsible for designing and running Coldture’s service engine; from troubleshooting to onsite repair, warranty management, and preventive maintenance; while leading a growing team of service technicians and customer success professionals.

KEY RESPONSIBILITIES

• Leadership & Team Management
• Lead, mentor, and grow a high-performing team of service managers, technicians, and support staff.
• Build training programs to ensure technical excellence and world-class customer experience.
• Technical Expertise
• Apply deep technical knowledge of pool, hot tub, and water systems (HVAC, plumbing, chillers, pumps, filtration).
• Oversee diagnostics, service standards, and product reliability improvements.
• Partner with product and engineering teams to feed back service insights for continuous product improvement.
• Service Operations
• Design scalable service processes, including scheduling, preventive maintenance, and warranty management.
• Implement systems (ticketing, CRM, field service management) to drive efficiency and accountability.
• Develop and track KPIs around response times, first-time resolution rates, and customer satisfaction.
• Business & Strategy
• Own the P&L of the service department, balancing customer satisfaction with profitability.
• Develop service packages, maintenance contracts, and upsell opportunities.
• Drive continuous improvement to keep Coldture at the forefront of recovery service excellence.