Manager, Global Service

Job Req ID: 26623

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:

Supermicro is seeking a Global Service Manager to oversee and optimize the performance of Authorized Service Partners (ASPs) while driving overall partner and customer success initiatives. This role will ensure that ASPs and other related service specific vendors meet service level agreements (SLA), customer satisfaction metrics, and operational performance targets while identifying opportunities for process improvement and efficiency. Additionally, this position will support revenue-generating educational training programs and collaborate with service desk, logistics, and operations teams to incorporate partner feedback into internal improvements.

The ideal candidate is a self-starter with vendor management, partner relations, and customer success experience in the technology or hardware industry. They must be comfortable handling complex partner relationships, problem-solving in fast-paced environments, and driving scalable partner success programs from the ground up. 

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):
• Manage and optimize ASPs, ensure they meet SLAs, service expectations, and customer satisfaction benchmarks
• Drive continuous improvement initiatives to enhance Supermicro’s service, maintenance, and support operations
• Partner with ASPs and internal teams to streamline service desk, logistics and operational workflows based on partner feedback
• Support revenue-generating educational training programs, engaging ASPs and customers in learning opportunities
• Experience with building new partner program and partner agreements
• Use Salesforce to track partner performance, manage partner onboarding, and maintain accurate records
• Work cross functionally to identify operational inefficiencies and implement scalable best practices
• Handle challenging partner interactions, ensuring timely resolution, accountability, and service delivery
• Develop regular reports and insights on partner success metrics to inform strategic decision-making
• Assist in establishing customer and partner success programs, processes, and best practices as Supermicro scales its support operations
• Engage with global partners and vendors, applying international business experience to partner management strategies

Qualifications:

• 8+ years of experience in partner success, vendor management, or service operations, preferably in the technology, hardware, or manufacturing industry
• Strong Salesforce expertise in managing partner relationships, service tickets, and performance tracking
• Proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook) and strong professional communication skills (email, reports, presentations)
• Ability to work cross-functional teams and align efforts across service desk, logistics, and operations
• Experience handling complex technical partner relationships, including issue resolution and performance accountability
• Proven ability to build and scale partner success programs in organizations that are establishing these initiatives for the first time
• Strong problem-solving skills and ability to drive process improvements based on data insight and partner feedback
• International experience working with global vendors and partner is a plus
• Fluency in English (reading, writing, and speaking)

This is an exciting opportunity to shape Supermicro’s partner success strategy, enhancing vendor relationships, and drive service excellence. If you are passionate about partner management and customer success, we encourage you to apply. 

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.