District Service Manager, HPC/AI

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Collaborate closely with Site Team Leads to strategize, direct, and oversee operational and tactical functions of technical on-site teams.

• Handle and coordinate customer escalations as well as address technical, process, or materials challenges faced by field teams.

• Offer guidance on process enhancements and suggest modifications that align with business tactics and strategies.

• Comprehend service contracts along with their terms and conditions.

• Identify, report, and mitigate risks to Service Level Agreements and ensure customer satisfaction.

• Oversee site and business metrics along with Key Performance Indicators.

• Provide regular status updates to the Services Geo Lead (Director).

• Establish and nurture customer relationships.

• Maintain collaborative partnerships with sales account teams and stakeholders.

• Conduct regular visits to field teams and customer sites.

• Combine technical expertise and business insight to develop customer solutions.

• Direct site team personnel across multiple field locations, typically ranging from 1 to 6 sites and managing 10 to 25 individuals, including site leads.

• Recruit and facilitate the development of direct staff.

• Mentor and lead assigned technical staff.

• Manage one-on-one feedback sessions, annual performance evaluations, payroll, time-off approvals, and promotion nomination packages.

• Evaluate current and future headcount requirements for a 6 to 12-month period based on site revenue and budget considerations.

• Onboard new team members on HPE IT, payroll, benefits, and leave processes.

⛳️ Requirements

• Bachelor's degree preferred or equivalent experience.

• Five to ten years of relevant experience in customer support within a technical context.

• Demonstrated managerial skills.

• 3 to 10 years of leadership experience managing small to medium teams (3 to 25 individuals) as an HPC Field Team Lead or a comparable role.

• Experience in a fast-paced environment with the ability to adapt to change.

• Open to constructive criticism.

• Capability to develop 360-degree relationships and effectively communicate with peers, junior staff, leaders, and customers.

• Willingness to travel approximately 35% of the time.

• Ability to work from home as a designated Remote/Teleworker.

🏝️ Benefits

• Comprehensive health and wellness benefits that support physical, financial, and emotional wellbeing.

• Opportunities for personal and professional development programs.

• Flexible management of work and personal needs.

• Remote/teleworker work arrangement.

• Paid time off and leave support as outlined in employee benefits.

• Payroll and benefits assistance.