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:
• Comprehensive benefits supporting physical, financial, and emotional wellbeing
• Personal and professional development programs
• Flexible work arrangements to manage work and personal needs
• Health and wellbeing benefits
• Employee benefits information provided through HPE Rewards