HPC Vendor Service Manager
IREN
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Benefits offered by this job
Job summary
Podtech Data Centers Inc., a proud member of the IREN Group, is hiring a HPC Vendor Service Manager to oversee OEM and third‑party activities for HPC infrastructure in a mission‑critical data center. You will ensure timely break‑fix, warranty repairs, RMA handling, parts logistics, and escalations while coordinating with operations and support teams.
You will manage vendor performance, safety, and compliance, driving efficiency and high availability across HPC clusters.
Qualifications
- Degree, diploma, or equivalent experience in Information Technology, Computer Engineering, Electronics, Data Center Operations, or related discipline.
- 3+ years of experience in data center operations, hardware support, vendor management, or mission‑critical infrastructure environments.
- Experience managing OEM service providers and third‑party contractors.
Responsibilities
- Act as the primary point of contact for all OEM and third‑party service providers supporting HPC infrastructure.
- Manage daily activities of vendor technicians performing maintenance, diagnostics, hardware replacements, and warranty repairs.
- Ensure all vendor personnel comply with site safety, security, and operational requirements.
- Coordinate vendor access, scheduling, and work execution activities.
- Develop and maintain strong relationships with vendor account teams and field service organizations.
- Conduct regular vendor performance reviews and service‑level assessments.
- Oversee all hardware repair activities affecting HPC servers, storage systems, networking equipment, and supporting technologies.
- Prioritize repair activities based on operational risk and customer impact.
- Coordinate maintenance windows and repair schedules with operations teams.
- Ensure timely resolution of hardware failures and service interruptions.
- Monitor repair progress and escalated delays as required.
- Verify quality of completed repairs and restoration of service.
- Manage the complete Return Material Authorization (RMA) lifecycle.
- Coordinate diagnosis, part replacement, return shipments, and warranty claims.
- Track all RMAs from initiation through closure.
- Maintain visibility of open cases, parts status, and expected delivery timelines.
- Escalate delayed shipments, parts shortages, or vendor response issues.
- Ensure accurate documentation of all hardware replacements and warranty transactions.
- Oversee inventory of critical spare parts and replacement components.
- Coordinate inbound and outbound shipments with logistics providers and vendors.
- Monitor spare parts consumption and recommend inventory adjustments.
- Ensure proper handling, storage, and tracking of replacement hardware.
- Establish and monitor key vendor performance indicators.
- Track response times, repair times, first‑time fix rates, and SLA compliance.
- Identify recurring vendor performance issues and drive corrective actions.
- Facilitate quarterly business reviews with key vendors.
- Maintain vendor scorecards and performance reports.
- Ensure accurate asset tracking and configuration records.
- Verify serial number changes and hardware replacement documentation.
- Support asset lifecycle planning and refresh programs.
- Maintain records of installed hardware and warranty status.
- Serve as the primary escalation point for vendor‑related operational issues.
- Coordinate OEM support during critical incidents and major outages.
- Facilitate rapid mobilization of vendor resources during emergencies.
- Support root cause analysis and corrective action development following hardware failures.
- Ensure vendor compliance with site safety requirements, security policies, access control procedures, permit‑to‑work processes, Lockout/Tagout requirements, and change management processes.
- Participate in vendor safety audits and operational reviews.
- Ensure all work is performed in accordance with established operational standards.
Skills
Education
Tools
Job description
Job Type: Full-time | Location: Prince George | Department: Operations | Reporting to: Technical Operations Manager | Work Location Type: #onsite
Podtech Data Centers Inc., the employing entity, is a proud member of the IREN Group and we are currently looking to hire!
IREN is a leading next‑generation data center business powering the future with 100% renewable energy. We build, own and operate our data centers and take pride in being at the forefront of sustainable solutions for the ever‑evolving applications of high‑performance compute. We believe that human progress is invaluable, but it should be done in the right way – responsibly, sustainably and having a positive impact on the communities we operate in.
We have grown substantially since 2019, from our inception in Australia to now having several facilities across North America and being listed on NASDAQ… and we are just getting started! By joining us, you will be contributing to the future of sustainable high‑performance compute and the local communities we strive to have a positive impact on.
The HPC Vendor Service Manager is responsible for overseeing all Original Equipment Manufacturer (OEM) and third‑party vendor activities associated with the maintenance, repair, replacement, and support of High‑Performance Computing (HPC) infrastructure within a mission‑critical data center environment.
This role serves as the primary interface between the data center operations team and hardware vendors, ensuring timely execution of break‑fix activities, warranty repairs, RMA management, parts logistics, and technical escalations. The HPC Vendor Service Manager is accountable for vendor performance, service‑level compliance, operational coordination, and maintaining the highest levels of system availability across HPC clusters and supporting infrastructure.
The position works closely with Technical Operations, Technology, Asset Management, Logistics, Security, and Customer teams to ensure vendor activities are executed safely, efficiently, and in accordance with site operational standards.
- Degree, diploma, or equivalent experience in Information Technology, Computer Engineering, Electronics, Data Center Operations, or related discipline.
- 3+ years of experience in data center operations, hardware support, vendor management, or mission‑critical infrastructure environments.
- Experience supporting HPC, cloud, enterprise server, or large‑scale compute environments.
- Experience managing OEM service providers and third‑party contractors.
- Experience with warranty programs, hardware lifecycle management, and RMA processes
- Act as the primary point of contact for all OEM and third‑party service providers supporting HPC infrastructure.
- Manage daily activities of vendor technicians performing maintenance, diagnostics, hardware replacements, and warranty repairs.
- Ensure all vendor personnel comply with site safety, security, and operational requirements.
- Coordinate vendor access, scheduling, and work execution activities.
- Develop and maintain strong relationships with vendor account teams and field service organizations.
- Conduct regular vendor performance reviews and service‑level assessments.
- Oversee all hardware repair activities affecting HPC servers, storage systems, networking equipment, and supporting technologies.
- Prioritize repair activities based on operational risk and customer impact.
- Coordinate maintenance windows and repair schedules with operations teams.
- Ensure timely resolution of hardware failures and service interruptions.
- Monitor repair progress and escalated delays as required.
- Verify quality of completed repairs and restoration of service.
- Manage the complete Return Material Authorization (RMA) lifecycle.
- Coordinate diagnosis, part replacement, return shipments, and warranty claims.
- Track all RMAs from initiation through closure.
- Maintain visibility of open cases, parts status, and expected delivery timelines.
- Escalate delayed shipments, parts shortages, or vendor response issues.
- Ensure accurate documentation of all hardware replacements and warranty transactions.
- Oversee inventory of critical spare parts and replacement components.
- Coordinate inbound and outbound shipments with logistics providers and vendors.
- Monitor spare parts consumption and recommend inventory adjustments.
- Ensure proper handling, storage, and tracking of replacement hardware.
- Establish and monitor key vendor performance indicators.
- Track response times, repair times, first‑time fix rates, and SLA compliance.
- Identify recurring vendor performance issues and drive corrective actions.
- Facilitate quarterly business reviews with key vendors.
- Maintain vendor scorecards and performance reports.
- Ensure accurate asset tracking and configuration records.
- Verify serial number changes and hardware replacement documentation.
- Support asset lifecycle planning and refresh programs.
- Maintain records of installed hardware and warranty status.
- Serve as the primary escalation point for vendor‑related operational issues.
- Coordinate OEM support during critical incidents and major outages.
- Facilitate rapid mobilization of vendor resources during emergencies.
- Support root cause analysis and corrective action development following hardware failures.
- Ensure vendor compliance with:
- Site safety requirements
- Security policies
- Access control procedures
- Permit‑to‑work processes
- Lockout/Tagout requirements
- Change management processes
- Participate in vendor safety audits and operational reviews.
- Ensure all work is performed in accordance with established operational standards.
At IREN, we offer a comprehensive Total Rewards package designed to support your health, well‑being, and long‑term success. Our Canada package for salary paid positions includes:
- The expected base salary for this role starts at $100-140K annually CAD.
- Actual compensation will be determined based on factors such as experience, qualifications, and market data for the region.
- Total Compensation package may be inclusive of annual incentive bonus, and equity (long‑term incentive)
- Relocation assistance (as appliable and based on successful candidate circumstances)
- Medical, dental, and vision insurance coverage – 100% company paid for employees and dependents
- Company‑paid life and disability insurance
- Voluntary life and critical illness coverage available
- Employee Assistance Program and virtual health care platform
- RRSP with company match
- Voluntary TFSA
- 3 weeks annually for vacation and paid holidays
- Opportunities for advancement and internal mobility
- Training and personal development opportunities
- Company events and team‑building activities
Podtech Data Centers Inc., the employing entity and proud member of the IREN Group is an equal opportunity employer that is committed to creating an inclusive workplace. We evaluate qualified applicants without regard to race, colour, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status, and other legally protected characteristics.
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