HPC/AI District Service Manager

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

📋 Description

• Plan, oversee, and assess the operational and tactical activities of technical on-site teams.

• Manage and coordinate customer escalations, as well as address technical, process, or materials issues.

• Provide insights on process enhancements and suggest modifications that align with business strategies and tactics.

• Understand service contracts along with their respective terms and conditions.

• Identify, report, and mitigate risks to Service Level Agreements (SLAs) or customer satisfaction.

• Manage site and business metrics, as well as Key Performance Indicators (KPIs), to achieve operational objectives.

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

• Establish and cultivate customer relationships.

• Collaborate with sales account teams and relevant stakeholders.

• Conduct regular visits to field team locations and customer sites.

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

• Directly supervise site personnel across multiple field locations, typically ranging from 1 to 6 sites with 10 to 25 individuals.

• Recruit and support the development of direct reports.

• Coach and lead assigned technical personnel.

• Manage one-on-one feedback, performance assessments, payroll, time-off approvals, promotion nomination packages, and other related administrative tasks.

• Forecast staffing requirements for the current and upcoming 6 to 12 months based on site revenue and budgetary considerations.

• Onboard new team members regarding HPE IT, payroll, benefits, leave, and general needs.

⛳️ Requirements

• Bachelor's degree preferred or equivalent experience.

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

• Demonstrated managerial skills.

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

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

• Openness to constructive feedback.

• Capability to build comprehensive relationships and communicate effectively with peers, junior staff, leaders, and customers.

• Willingness to travel approximately 35% of the time.

• Ability to work remotely or primarily from home.

🏝️ Benefits

• Comprehensive benefits supporting physical, financial, and emotional wellbeing.

• Personal and professional development programs.

• Flexible management of work and personal needs.

• Inclusive workplace environment.

• Employee benefits available for US employees.