Manager - AI Server Ops Dept. III

Summary

We are seeking an organized, detail-oriented, and experienced Operations Manager to oversee and optimize the daily operations for the support of AI server repair.  The individual in this role will be responsible for managing a team of technicians, ensuring high-quality services, streamlining operational procedures, tracking performance metrics, and maintaining customer satisfaction. The ideal candidate will have excellent leadership, technical, and communication skills to drive efficiency, meet service milestones, and exceed customer expectations.

Supervisory Responsibilities:

• Hires new employees and ensures employees receive appropriate training
• Organizes and arranges the schedules and work of team
• Conducts performance evaluations
• Handles coaching, discipline & termination of employees as needed & in accordance with company policy

Responsible for leadership, policy, planning, and strategy decisions. Position oversees budgeting, reporting, and auditing. Responsible to build alliances within all levels of the organization.

Essential Duties and Responsibilities include the following.  Other Duties not listed may be assigned.

• Develop, implement, and review operational policies and procedures
• Create & implement standard operating procedures (SOP) for testing / repair process and quality guidelines
• Help promote a Company culture that encourages high morale and top performance
• Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations
• Act as a point of escalation to resolve customer concerns & complaints
• Work closely with customer to establish goals & expectations and ensure all goals are met or exceeded
• Develop & monitor key performance indicators (KPIs) such turn around time, repeat repair rate, first pass yield
• Identify problems and opportunities and enact action plans to address
• Identify and implement best practices through interaction with all teams
• Stays current on industry regulations, trends, and technology
• Responsible to achieve business improvements, cost savings, and revenue generation

• Coordinate production with warehouse team and ensure accurate accounting of materials

• Builds and maintains a work environment that is positive and is supported by open feedback and two-way communication at all levels
• Responsible for maintaining a positive work environment while supporting the company’s culture

• Responsible for fostering a healthy and safe work environment, focusing on the physical and mental well-being of all associates
• Maintains and strengthens customer and supplier relationships
• Communicates and works with all business partners
• Ensure efficient and effective testing, failure analysis, & repair of AI servers
• Coordinate failure analysis reporting & repair actions needed to resolve server failures
• Managing testing environment that includes liquid cooling, heat dissipation, & lengthy stress test

Education and/or Experience

• Bachelor’s degree in management or at least 5 (five) years of operations management experience in a technical and / or production environment
• Proven experience in management, leadership, & customer relationship building
• Must have at least 3 (three) years of working experience in server / computer repair, and / or networking management, and / or relevant technical testing & trouble shooting background
• Must have the ability to build teamwork among Managers, Supervisors and employees
• Need basic understanding of general finance and budgeting, including profit and loss, and cash-flow management
• Must have excellent Verbal & written communication skills

Essential Skills:

• Requires ability to translate business strategy into day-to-day delivery – able to think both tactically & strategically
• Able to communicate financial performance, goal results, and key performance indicators to direct reports
• Requires excellent leadership, people management, and communication skills with senior level managers
• Requires identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences
• Able to set high yet achievable goals for personal and team performance; use measurement methods to monitor progress toward goal attainment; tenaciously work to meet or exceed those goals while deriving satisfaction from the process of goal achievement and continuous improvement
• Able to accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.
• Must have strong problem solving skills with the ability to coach and mentor team members

Competencies:

• Shows determination to achieve excellent results
• Finds better ways
• Demands top performance
• Inspires commitment

SMS InfoComm Corporation is an equal opportunity employer.  Diversity and acceptance are the foundation of our culture.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.