Project Engineer/Manager

Project Engineer/Manager - Memphis 

Job Summary

The Onsite Engineer Manager leads a team of 15-20 On-Site Service Engineers (OSEs) to ensure operational excellence in Data Center environments.  This role focuses on knowing and understanding the OSE role and delivering high-quality field services, driving customer satisfaction, and aligning service delivery with strategic business objectives. This manager enforces compliance with service-level objectives and fosters collaboration.  The manager will work alongside our customer’s leadership team deliver “flawless execution.”

Key Responsibilities:

Leadership & Team Management: Direct and mentor OSE teams, ensuring onboarding and continual skill development and adherence to best practices. Manage workforce planning, scheduling, and resource allocation for optimal coverage.

Performance Management: Coach and develop OSE team members.

Collaboration Enhancement: Partner with Field Service Manager, Functional Leads for joint capacity and compliance reviews to support strategic alignment.

  Operational Excellence

• Operational Governance: Monitor KPIs (SLA compliance) and implement corrective actions. Manage time cards, schedules and OT.
• Operational Reporting & Metrics: Contribute to monthly and quarterly operational reports, service level compliance, risk assessments, and improvement recommendations.
• Strategic Resource Allocation and Operational Efficiency: Ensure OSEs skill competency and time allocation to the business needs.

  Customer Engagement

• Customer Engagement: Serve as a liaison for customer questions. Build trust through proactive communication with the customer leaders.
• Field Service Engineer Surge Oversight: Oversee OSE deployment during surge periods, Planned Field Replacements (PFR) and excursions that may create backlog. Ensure resource allocation, prioritization, and timely resolution to maintain service continuity and customer satisfaction

  Innovation & Continuous Improvement

• Global Best Practices & Innovation: Champion automation and AI-driven diagnostics to enhance support efficiency and standardize processes.
• Sustainability Initiatives: Champion energy efficiency and green data center optimizations.
• Technology Modernization: Drive integration of monitoring/automation tools.
• Training & Enablement: Collaborate with Functional Leads to evaluate OSE training needs and coordinate technical enablement programs.
• Risk & Crisis Management: Work jointly on proactive risk identification and mitigation strategies. Support crisis response frameworks and participate in postmortem analyses to drive operational improvements.
• Proactive Communication: Maintain transparency with OSEs regarding service performance, upcoming changes, and risk mitigation plans.
• Feedback Integration: Use monthly alignment meetings with OSEs as a structured feedback loop to capture customer concerns, operational challenges, and improvement opportunities. Ensure these insights are documented and incorporated into service strategies.

Qualifications

• High technical acumen to understand the data center environment.
• Superior organizational and communications skills
• Strong desire to mentor and coach the team and align the team to the customer’s objectives.
• While the primary shift is “8-5,”  must be willing to visit alternate-shift (2nd and 3rd) resources from time to time
• Willingness for occasional travel to other sites when needed.  We estimate this at ~10% travel or less.

Requirements

• Comprehensive understanding of data center infrastructure and AI server environments.
• Strong leadership and mentoring capabilities.
• Excellent communication and interpersonal skills.
• Ability to manage high-pressure situations and foster collaboration across teams.
• Vendor management and SLA compliance expertise.

Additional Skills desired:

• Proficiency in diagnostics, analytics, and performance optimization for large-scale deployments.
• Experience with automation tools and AI-driven support technologies

Physical & Environmental Requirements

• Ability to lift 50 lbs. and perform floor walks (5–7+ miles per shift).
• Agility to squat, kneel, crawl, and climb ladders for equipment inspections.