Service Program Manager – Liquid Cooling

Job Req ID: 30035

About Supermicro:

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:

The Service Program Manager – Liquid Cooling (LCSPM) owns the end-to-end lifecycle of liquid cooling service programs, from deployment and operational transition through ongoing service delivery. This role coordinates cross-functional teams, including field service, logistics, engineering, and technical account management, to ensure service readiness, preventive maintenance execution, and SLA compliance. The position also monitors key service KPIs, manages program risks, aligns customer expectations with service capabilities, and drives process standardization and continuous improvement.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned): 
•    Primarily work in a Datacenter environment at customer site.
•    Provide on-premise field repair at customer facility
•    Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
•    Determines requirements and/or root cause of technical issues by working with customers in person.
•    Answers inquiries by clarifying desired information; researching, locating, and providing information.
•    Hands-on work on servers and computers/networking equipment.
•    Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
•    Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
•    Ensure escalation situations are managed and corrected quickly and professionally.
•    Drive customer satisfaction through service excellence.
•    Work with other engineers, account managers and developers.
•    Provide and contribute information such as fault triage and training materials.
•    Attend and complete all required training and certification exams.
•    Learn to be proficient in service and repair of all systems (current, new, and updates).
 

Qualifications:

Required

• 5–10+ years in program coordination / operations / service delivery
• Strong cross-functional coordination (ops, logistics, engineering, customer)
• Experience managing end-to-end workflows and timelines
• Strong communication and stakeholder management skills
• Structured, detail-oriented, process-driven

Preferred

• Experience in data center / server / hardware environment
• Exposure to service operations or preventive maintenance
• International or global coordination experience
• Basic knowledge (or willingness to learn) DLC/CDU and service KPIs (SLA, MTTR, FTFR)

Experience in documentation and process standardization

Salary Range

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.