Project Engineer​/Manager

Project Engineer/Manager – Memphis

The Onsite Engineer Manager leads a team of 15-20 On-Site Service Engineers (OSEs) to ensure operational excellence in Data Center environments. This role focuses on understanding the OSE role and delivering high-quality field services, driving customer satisfaction, and aligning service delivery with strategic business objectives. The manager enforces compliance with service-level objectives and fosters collaboration. The manager works alongside the customer's leadership team to deliver flawless execution.

$/yr – $/yr

• Leadership & Team Management: Direct and mentor OSE teams, ensuring onboarding and continuous skill development and adherence to best practices. Manage workforce planning, scheduling, and resource allocation for optimal coverage.
• Performance Management: Coach and develop OSE team members.
• Collaboration Enhancement: Partner with Field Service Manager and Functional Leads for joint capacity and compliance reviews to support strategic alignment.
• Operational Governance: Monitor KPIs (SLA compliance) and implement corrective actions. Manage time cards, schedules and overtime.
• Operational Reporting & Metrics: Contribute to monthly and quarterly reports, service level compliance, risk assessments, and improvement recommendations.
• Strategic Resource Allocation and Operational Efficiency: Ensure OSEs have skill competency and time allocation aligned with business needs.
• Customer Engagement: Serve as a liaison for customer questions. Build trust through proactive communication with customer leaders.
• Field Service Engineer Surge Oversight: Oversee OSE deployment during surge periods, Planned Field Replacements (PFR) and excursions that may create backlog. Ensure resource allocation, prioritization, and timely resolution to maintain service continuity and customer satisfaction.
• Global Best Practices & Innovation: Champion automation and AI‑driven diagnostics to enhance support efficiency and standardize processes.
• Sustainability Initiatives: Champion energy efficiency and green data center optimizations.
• Technology Modernization: Drive integration of monitoring/automation tools.
• Training & Enablement: Collaborate with Functional Leads to evaluate OSE training needs and coordinate technical enablement programs.
• Risk & Crisis Management: Work jointly on proactive risk identification and mitigation strategies. Support crisis response frameworks and participate in post‑mortem analyses to drive operational improvements.
• Proactive Communication: Maintain transparency with OSEs regarding service performance, upcoming changes, and risk mitigation plans.
• Feedback Integration: Use monthly alignment meetings with OSEs as a structured feedback loop to capture customer concerns, operational challenges, and improvement opportunities, documenting and incorporating insights into service strategies.

• High technical acumen to understand the data center environment.
• Superior organizational and communication skills.
• Strong desire to mentor and coach the team and align the team to the customer's objectives.
• Willingness to work alternate shifts and occasional travel (≈10% of time).

• Comprehensive understanding of data center infrastructure and AI server environments.
• Strong leadership and mentoring capabilities.
• Excellent communication and interpersonal skills.
• Ability to manage high‑pressure situations and foster collaboration across teams.
• Vendor management and SLA compliance expertise.

• Proficiency in diagnostics, analytics, and performance optimization for large‑scale deployments.
• Experience with automation tools and AI‑driven support technologies.

• Ability to lift 50 lbs. and perform floor walks (5–7+ miles per shift).
• Agility to squat, kneel, crawl, and climb ladders for equipment inspections.
• Visual and sensory acuity to identify wiring, auditory anomalies, and olfactory cues amidst high‑decibel noise.
• Work in environments requiring PPE (ear protection, FR clothing) and tolerate noise levels of 85–90 dB.
• Adapt to temperature extremes (cold aisles ≈65 °F, hot aisles >95 °F) and dry…