Manager of Customer Service

at  ParTec AG

ParTec AG is a fast-growing, agile technology company and a leading provider of modular high-performance, AI, and quantum computing systems. Our ambition is to enable our customers to grow efficiently, cost-effectively and continuously in an ever faster changing world and to adapt to future challenges and technologies.
The success of our company depends almost entirely on the technical and leadership skills of our employees, their ability to fulfil customer expectations and deliver innovative solutions. For further strengthen our team, we are looking for a

JOB SUMMARY

This position is part of ParTec’s Customer Solutions Team and reports to the Chief Customer Solutions Officer. The Head of Customer Service runs the a team of onsite and remote customer support engineers and is responsible of the fulfilment and delivery of all L1 maintenance, service and support commitments to customers for HPC, AI, and quantum computing solutions delivered by ParTec.

EXPECTED EDUCATION AND EXPERIENCE

• Bachelor’s degree in a related field (or equivalent experience) and a minimum of 5 years of directly related experience.
• Experience with system installations for either quantum computing, artificial intelligence, or high-performance computing.

ESSENTIAL SKILLS

• Holistic understanding of complex computing installations, ranging from data centre infrastructure to application performance.
• Project and process management skills.
• Customer- and solution-oriented attitude.
• Project and process management skills.
• Team management experience.
• Ability to effectively communicate complex matters across all levels of audiences.
• Attention to detail.
• Capability to work under strong time pressure and under difficult circumstances.
• Fluency (written & spoken) in English.

DESIRABLE SKILLS

• Proficiency in German strongly desired.
• Proficiency in additional European languages is a plus.

• Managing a team of 10+ near-site and remote system and application engineers for large-scale HPC, AI, and quantum computing solutions who provide L1 service, maintenance and support, analyse root cause of issues and problems, develop work arounds, and escalate to L2/L3 support organisations.
• Assigning, monitoring, and prioritising work of customer service staff.
• Developing the team’s skills set, making sure that all required certifications and qualifications for delivering the committed services are met.
• Tracking SLA fulfilment and managing service delivery in coordination with the customer.
• Managing critical service situations.
• Developing the ParTec offering of standard service commitments for HPC and AI systems, and also for future quantum computing systems
• Supporting the ParTec Sales department in preparing service offerings: checking feasibility of commitments, and estimating required resources as well as risks associated with the targeted SLA.
• Working closely with external partners and suppliers for hardware and software components used in ParTec’s solutions and coordinating with their service teams for service delivery, L2/L3 escalations, and management of critical operational situations.