Manager, Global Service

Job Req ID: 26629

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 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.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):
• Help to develop and implement customer service procedures, policies and standards
• Metrics and KPIs driven to help measure customer satisfaction and improve services
• Communicate with customers via phone, email, chat
• Investigate and solve complex customer problems
• Analyze statistics or other data to determine the level of service the team is providing
• Keep open communication with department leadership team to ensure the efficiency of the client services team
• Identifying and eliminating barriers to accuracy, productivity, and quality
• Organizes, prioritizes and schedules work assignments to meet business need
• Manages workforce, develops and maintains staff scheduling and capacity planning
• Participate in technical communications within the Technical Support Engineering team to share best practices and learn about new solutions and services
• Provide a high level of proactive and reactive services by building relationships with the customer and internal stakeholders
• Oversee and manage the regular Liquid Cooling (LC) /Water Tower business, including Bill of Materials (BOM) review, deployment processes, break-fix services, and training
• Lead planned preventive maintenance programs to ensure system reliability and longevity
• Conduct OEM configuration reviews and analyze price breakdowns for cost optimization and service efficiency
• Ensure high standards of quality assurance across all service processes
• Drive exceptional customer experience initiatives, focusing on consistent service excellence
• Act as the primary escalation point for critical issues, resolving complex service-related challenges and ensuring customer satisfaction
• Lead and support field engineers, ensuring effective and efficient service delivery for both regular and VIP customers
• Continuously improve service delivery standards through effective team management, training, and performance monitoring

Qualifications:

• Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering
• 8+ years’ experience as a Technical Contact Center Support Manager preferred
• 8+ years’ experience with workforce planning and budget management in a Technical Contact Center preferred
• 8+ years’ experience building teams and employee development plans preferred
• Proficiency in using customer support software and tools
• Experience servicing complex x86 systems and parts
• Work experience in large enterprise must be able to navigate and use basic commands in Linux and work with Windows environment.
• Strong interpersonal, verbal (speaking, listening, interpreting) and written communication skills
• Ability to understand technical issues, but focused on people management and customer satisfaction
• Ability to function in an ambiguous, fast paced work environment
• Experience in consumer focused Customer Service, Servers, Storage  and IOT devices
• Capable to drive customer self-services and enablement
• Work effectively with Senior Management to Vice Pre