Summary:
Supermicro is seeking a Service Technical Account Manager (TAM) that will be responsible for post sales management of assigned accounts for global service customers. The TAM will serve as the main escalation point of contact for customers and will be working closely with engineering teams, sales, and various internal and external organizations. The TAMs’ are a critical part of post-sales support and need to be able to demonstrate technical aptitude in working with server products in addition to excellent interpersonal skills.
Essential Duties and Responsibilities
Includes the following essential duties and responsibilities (other duties may also be assigned):
- Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting the customers
- Hands-on solving issues/challenges escalated by help desk and field engineers and if the issue requires further escalations work with various engineering teams and drive to the resolution
- Monitor the assigned accounts to make sure that service cases do not fall into gaps and are followed up timely
- Introduce service program to the customers and periodically (or on demand) follow up with the customers for operations review, etc.
- Gather and compile technical support documentations for training help desk and field engineers
- Manage various escalations from the customers and direct them appropriately
- Visit customers to understand customer’s requirements and present service solutions (often accompanied by sales)
- Plan and coordinate onsite integration activities
- Travel may be required (up to 25%)
Qualifications:
- Bachelor's degree in engineering or other technical field
- 5+ years of experience in engineering/IT industry
- Strong background working with x86 based line of server and storage products
- Must be punctual and detail-oriented
- Excellent communication (both oral and written) and interpersonal skills
- Excellent hardware/software troubleshooting and problem solving skills
- Ability to work efficiently under pressure as many escalated issues tend to be urgent and unexpected
- Familiarity with Linux, HPC, or virtualization is a plus
About Super Micro Computer, Inc.:
Supermicro® (NASDAQ: SMCI) is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.