Summary: This position leads the Global Services organization. and is responsible for oversight and guidance on the delivery of high-quality professional services, including installation, commissioning, maintenance, and technical support for our industry -leading liquid cooled datacenter cooling infrastructure solutions. The primary goals of this position are to drive excellence in customer satisfaction and operational efficiency.
Duties and Responsibilities
Leadership and Strategic Direction:
Develops and implements the strategic vision for professional services (installations, integrations, consulting) and support (technical support, troubleshooting, maintenance) to align with company objectives.
Leads and mentors a cross-functional team, including project managers, engineers, support technicians, and customer success managers, ensuring high levels of performance and customer satisfaction.
Drives the evolution of service offerings to meet changing customer needs, technological advances, and industry trends.
Collaborates with senior leadership on business goals, budget planning, and resource allocation to support the company's growth.
Customer-Focused Service Delivery:
Client Engagement: Develops and maintains strong relationships with clients to understand their needs and ensure satisfaction with our products and services.
Project Management: Oversees the implementation of cooling solutions in data centers, ensuring projects are completed on time, within scope, and within budget.
Technical Support: Leads a team of support engineers to provide high-quality technical assistance and resolve any issues related to our cooling infrastructure.
Training and Development: Creates and implements training programs for clients and internal teams to ensure they are knowledgeable about our technologies and best practices.
Strategic Planning: Collaborates with other departments to develop and execute strategies for improving service delivery and expanding our market presence.
Performance Monitoring: Establishes and monitors key performance indicators (KPIs) to ensure the effectiveness and efficiency of the professional services and support teams.
Continuous Improvement: Identifies opportunities for process improvements and implements best practices to enhance service quality and client satisfaction.
Position Qualifications • Bachelor's degree in Engineering, Computer Science, or a related field required. • Master's degree or MBA is preferred. • 10+ years of experience in professional services, technical support, or a related field required, with at least 5 years in a leadership role required.
Knowledge, Skills, and Abilities • Strong technical background, excellent leadership abilities, and a proven track record in managing professional services and support teams • Technical Expertise: In-depth knowledge of datacenter cooling technologies, including liquid cooling, air cooling, and immersion cooling. • Leadership Skills: Strong leadership and team management skills, with the ability to motivate and develop a high-performing team. • Problem-Solving: Strong analytical and problem-solving abilities, with a focus on delivering practical and innovative solutions. • Project Management: Proven experience in managing complex projects and coordinating with multiple teams. • Excellent communication and interpersonal skills, fostering positive relationships with team members, clients, and stakeholders. • Advanced reporting and presentation skills particularly for customer and partner executives. • Problem-solving and decision-making abilities to address challenges in a dynamic environment. • Ability to validate technical requirements against desired business outcomes for Customers. • Ability to collaborate with resources, internal and external, to execute a project's objectives. • Excellent verbal and written communication skills. • Excellent interpersonal, negotiation, persuasion, and customer service skills. • Excellent organizational skills and attention to detail. • Ability to function well in a high-paced and at times stressful environment. • Proficient with Project Management software and tools. • Ability to serve as a lead technical resource on Service Case Escalations on occasion.