Sr. Manager, Global Service - Super Micro Computer, Inc.

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:

As Supermicro Sr. Global Service Manager, you will focus on all aspects of customer satisfaction and care, supervise our global Customer Service, Technical Support resources and Technical Operations manager, and foster positive relationships with our customers. You will provide and promote excellent customer service within the organization and find unique ways to deal with customer concerns.The Global Service Manager will have an operational knowledge of the area of their functional responsibility and align individual objectives with the goals of the business. They will establish and maintain relationships with internal stakeholders, including Product managers, Training and education teams, Senior Management and Sales in order to drive operational excellence within support. The Global Service Manager must possess excellent customer service skills and technology know-how needed to work successfully in high-pressure, time sensitive situations where customer satisfaction is the ultimate goal.

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):
• 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 or troubleshoot customer issues at customer's data centers by air or ground transportation.

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.
• 12+ years' experience with workforce planning and budget management
• 12+ 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 Staff to Vice President across multiple functions

Salary Range

$139,000 - $157,000

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.