Job Summary
We are seeking a highly skilled and experienced Senior Service Manager / Technical Head to lead technical service operations, training programs, and mission-critical support activities for UPS and Data Center Infrastructure Solutions across EMEA. The role combines technical leadership, service excellence, customer escalation management, and organizational capability development for enterprise and hyperscale data center environments.
The ideal candidate possesses extensive experience in UPS systems, critical power infrastructure, commissioning, troubleshooting, technical training, and service operations management within the data center industry.
This position requires a hands-on technical expert capable of leading field teams, mentoring engineers, developing technical knowledge frameworks, and driving operational excellence for mission-critical power systems.
Key Responsibilities
Technical Leadership
- Lead advanced technical support activities for UPS and Data Center Solutions.
- Serve as Subject Matter Expert (SME) for critical power infrastructure and mission-critical environments.
- Manage complex Level 2–Level 5 commissioning, startup, and troubleshooting activities.
- Support root cause analysis and resolution of critical customer incidents.
- Define and standardize service procedures, troubleshooting workflows, and technical documentation.
- Collaborate with Engineering, R&D, Product Management, and Quality teams to improve products and services.
Service Operations Management
- Oversee regional service operations for UPS and data center infrastructure projects.
- Ensure high service quality, SLA compliance, and customer satisfaction.
- Manage escalations, emergency response activities, and preventive maintenance strategies.
- Support installation, commissioning, maintenance planning, and lifecycle management.
- Drive continuous improvement initiatives for service efficiency and operational reliability.
Training & Capability Development
- Design and deliver technical training programs for field service engineers, partners, and customers.
- Develop training materials, certification programs, online learning modules, and technical workshops.
- Maintain training records, certification tracking, and recertification programs.
- Conduct onboarding and advanced technical education for internal and external stakeholders.
- Build regional technical competency frameworks for UPS and Data Center Solutions.
Customer & Business Support
- Provide technical consultation during pre-sales and after-sales activities.
- Support key accounts, channel partners, and strategic customers with technical expertise.
- Identify service business opportunities, upgrades, and modernization projects.
- Participate in customer presentations, technical reviews, and solution discussions.
- Ensure strong relationships with hyperscale, colocation, enterprise, and industrial customers.
Required Qualifications
- Bachelor’s degree in Electrical Engineering, Power Electronics, Energy Systems, or related field.
- 15+ years of experience in UPS systems, critical power, or data center infrastructure.
- Proven experience leading technical service teams and regional service operations.
- Strong expertise in:
- UPS systems
- Battery technologies (VRLA/Lithium-ion)
- Power distribution systems
- SCADA/BMS integration
- Switchgear and electrical infrastructure
- Data center commissioning and operations
- Extensive hands-on troubleshooting and field service experience.
- Experience delivering technical training and mentoring engineering teams.
- Strong knowledge of mission-critical data center environments.
- Excellent communication and stakeholder management skills.
- Ability to travel internationally across EMEA.
Preferred Qualifications
- Experience with colocation data centers.
- Vendor certifications in UPS or critical power systems.
- Knowledge of HVAC and integrated data center infrastructure.
- Experience with service management systems and remote monitoring platforms.
- Multilingual capability is an advantage.
- PMP, ITIL, or data center certifications preferred.
Key Competencies
- Technical Leadership
- Critical Thinking & Problem Solving
- Customer Escalation Management
- Team Development & Coaching
- Service Strategy & Operations
- Training & Knowledge Transfer
- Mission-Critical Infrastructure Expertise
- Cross-Functional Collaboration
- High-Pressure Decision Making
- Continuous Improvement Mindset
Preferred Industry Background
Candidates with experience from organizations such as:
- Delta Electronics
- Vertiv
- Schneider Electric
- Eaton
- ABB
- Huawei
are strongly preferred.
Ideal Candidate Profile
The ideal candidate is a highly technical service leader with deep UPS and data center infrastructure expertise, capable of managing complex technical operations while simultaneously developing engineering talent and customer confidence in mission-critical environments.