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.
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.
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.
Why Join Coldture?
- Be part of a high-growth Canadian wellness company redefining human recovery worldwide.
- Lead one of the most mission-critical departments in the business, shaping both customer experience and long-term brand reputation.
- Competitive salary and performance-based bonus package.
- Opportunity to scale with a company targeting $100M+ growth in the wellness hardware space.
Job Type: Full-time
Pay: $80,000.00-$120,000.00 per year
Experience:
- Pool or Hot tub: 10 years (required)
Language:
- English (required)
Work Location: In person
