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District Service Manager – HPC/AI

Remote · Vietnam Full-time

Job Description:

Plan, direct, and monitor operational and tactical activities of technical on-site teams
Manage and coordinate customer escalations and technical, process, or materials issues
Provide guidance on process improvements and recommend strategic changes
Understand service contracts and associated terms and conditions
Identify, report on, and close risks to SLAs or customer satisfaction
Manage site and business metrics and KPIs to meet business and operational targets
Provide routine status updates to the Services Geo Lead (Director)
Establish and manage customer relationships
Collaborate with sales account teams and stakeholders
Visit field-team sites and customers regularly
Integrate technical knowledge and business understanding to create customer solutions
Directly manage site-team personnel across multiple field sites, typically 1–6 sites and 10–25 people
Recruit and support development of direct staff
Coach and lead assigned technical staff
Manage one-on-one feedback, performance reviews, payroll, time-off approvals, and promotion nomination packages
Forecast required headcount for current and 6–12-month needs based on site revenue and budget
Onboard new team members on HPE IT, payroll, benefits, leave, and related processes

Requirements:

Bachelor's degree preferred or equivalent experience
Five to ten years of related experience in customer support in a technical environment
Proven managerial abilities
3–10 years of small to medium team (3–25 people) team lead experience as HPC Field Team Lead or similar
Experience in a dynamic environment and adaptability to change
Receptiveness to constructive feedback
Ability to build 360-degree relationships and communicate with peers, junior staff, leaders, and customers
Approximately 35% travel
Ability to work remotely/telework

Benefits:

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