What are the responsibilities and job description for the Field Services Delivery Manager - US position at Submer?
Location & work modality: Houston, TX #LI-Hybrid
Start: ASAP
Type of Contract: Full Time / Permanent
About Submer
The best way to introduce you to Submer is undoubtedly through our values: Sustainable, Unique, Bold, Making Sense, Empathetic and Reliable. If these resonate with you we're sure you will find your place here in no time.
At Submer, we believe that our digital world can be more sustainable, more efficient and more environmentally friendly. Submer is solving the biggest problems of datacenter, supercomputer, hyperscale and edge applications to make that future possible.
Our multinational talented team has a huge passion in reducing IT environmental footprint and expertise in datacenter design and day-to-day operations. We’re scaling our team and operations worldwide to meet growing international demand.
What impact you will have
As the Field Services Delivery Manager - NAM, you will lead the local field services team, actively contribute to service offerings, and provide hands-on support in the field to ensure seamless operations of Submer solutions for our customers.
- Lead a high-performing team that delivers exceptional service and support to Submer customers across North America.
- Play a pivotal role in driving customer satisfaction through efficient problem-solving, proactive planning, and technical expertise.
- Contribute to the continuous improvement of processes and solutions, ensuring our services exceed customer expectations.
What you’ll do
Leadership and Team Management
- Lead and inspire the NAM Field Services team to achieve peak performance, ensuring seamless operations and superior customer satisfaction.
- Coordinate team resources and plan effectively to meet service demands and objectives.
Customer-Centric Support
- Commission, troubleshoot, and maintain electrical and mechanical systems in data centers.
- Provide comprehensive training to customers on operating Submer products and performing regular maintenance.
- Diagnose and repair issues related to control panels, pumps, valves, and piping systems.
- Adhere to safety guidelines and identify opportunities to enhance system performance.
Process Improvement and Training
- Define troubleshooting guides and improve remote issue resolution.
- Develop and execute training and onboarding plans for service partners.
- Gather and report customer feedback to support continuous improvement initiatives.
Collaborative Support
- Assist the production and customer care teams during non-customer-facing periods.
- Ensure effective task coverage during peak periods and adapt to dynamic workloads.
- Foster a collaborative and positive team environment to drive success.
What you’ll need
Experience and Expertise
- Proven track record as a Field Technician Manager
- Demonstrated experience in team management, including mentoring technicians and managing escalations.
- Strong technical knowledge of:
- Electrical systems (e.g., wiring, circuits, control panels).
- Mechanical systems (e.g., pumps, valves, piping).
- Experience documenting procedures is required.
- Experience managing a help desk is preferred.
Flexibility and Adaptability
- Ability to work varied hours and accommodate different time zones during peak periods.
- Willingness to travel frequently to meet customer needs.
Skills and Qualifications
- Valid driver’s license and reliable access to transportation.
- Strong problem-solving skills and a proactive mindset.
What we offer
- Attractive compensation package refleting your expertise and experience.
- Medical Insurance Plan.
- 401k Employee volunteer contribution Plan.
- A great work environment characterised by friendliness, international diversity, flexibility, and a hybrid-friendly approach.
- You´ll be part of a fast-growing scale-up with a mission to make a positive impact, offering an exciting career evolution.
Our Inclusive Responsibility
Submer is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.
