Manager, Global Service

Job Req ID: 26155

About Supermicro:

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.
 

Job Summary:

We are currently seeking a dynamic Global Services Manager to support Supermicro Global Services deliverables.  This position will focus on total customer satisfaction for delivering our on-site installation services.   This role will be heavily involved in gathering requirements for on-site services installation projects by coordinating with the cross-functional teams from Sales, Product Management, Rack Team, Cost team, as well as our external customers, on project cost estimates, scheduling and installation planning.  You must have exceptional requirements gathering, project management, analytical and communication skills to succeed in this role.

The job location for this role will be at our HQ in San Jose.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):
• Frequent interface with the Sales team and new and existing customers in providing turnkey on-site installation services
• Expert in rack elevations/cable mapping for the installation of customer solution projects
• Direct and manage the deployment of server, storage, and networking equipment
• Guide Service Engineer to ensure proper physical installation, rack and stack, cabling, and networking of data center hardware
• Lead and coordinate with the engineering team to ensure seamless integration of hardware solutions
• Collaborate with the engineering leadership to ensure proper hardware deployment according to specifications
• Ensure team meet quality checks and test system functionality post-installation
• Be willing to travel domestically up to 25% of the time to customer installations to oversee and troubleshoot customer issues at customer's data centers

Qualifications:

• Bachelor’s degree in Computer Science, Computer Engineering, and Electrical Engineering. Or equivalent discipline, plus equivalent years of relevant experience, preferably in the servicing of X86 systems and components.
• 8+ years’ experience with workforce planning and budget management
• 8+ years’ experience building teams/people management
•  Proficiency in using customer support software and tools
• Experience servicing complex x86 systems and parts
• Work experience in large enterprise business. Must be able to navigate and use commands in Linux and work with Windows environment.
• Management experience in a global services organization, specifically experience in Customer Service, Servers, Storage, and IOT devices
• Ability to understand technical issues, but focused on people management and customer satisfaction
• Ability to function in an ambiguous, fast-paced work environment
• Capable to drive customer self-service and enablement
• Work effectively with Senior Management to Vice President and Customer Executive Levels
• A clear understanding of the product development cycle, technical requirements, and project management
• A strong understanding of concepts related to server architecture through implementation
• Proven success in operational excellence
• Apply attained experience and knowledge to address issues that are diverse in scope, and resolve problems through short- and mid-term planning
• Effective communicator, must be able to influence Management across multiple functions

Salary Range

$98,000 - $130,000 

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.