Technical Account Manager

Job Req ID: 29983

About Supermicro:

Supermicro® 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.

Job Summary:

Service Technical Account Manager is responsible for post sales management of assigned accounts for global service customers. TAM will serve as the main escalation point of contact for the service customers and will be working closely with engineering teams, sales, and various internal and external organizations in supporting the customers. TAM's are a critical part of post-sales support and needs to be able to demonstrate technical aptitude in working with server products in addition to excellent interpersonal skills.

Essential Duties and Responsibilities:

• Collaborate closely with engineering teams, sales, RMA, production, and other internal/external stakeholders across the APAC region to support customer technical and service-related requirements.
• Introduce and promote appropriate service programs to customers periodically or as needed and conduct operational reviews to understand customer needs and identify opportunities for service improvements.
• Resolve technical issues escalated by help desk and field engineers, collaborating with specialized engineering teams to drive complex escalation to timely resolution
• Monitor assigned customer accounts to help ensure service request are tracked appropriately, follow-up actions are completed in a timely manner, and customer expectations are effectively managed. This position will manage primarily 1 (one) key customer account, so significant experience supporting strategic or enterprise-level account is preferable and considered and added value.
• Prepare, organize and maintain technical support documentations and training resources to support help desk personnel, field engineers and other internal teams.
• Coordinate and manage various escalations from the customers by working collaboratively with cross-functional teams to ensure effective communication and resolution.
• Visit customers’ site, where appropriate, to better understand customers’ requirements, provide technical consultation, and present suitable service solutions in collaboration with Sales or Technical teams.
• Support the planning and coordination of onsite integration, implementation or deployment activities, while working closely with customers and internal stakeholders.
• May be required to handle equipment of products weighing up to approx. 40 lbs. during installation or support activities. For items weighing more than 50 lbs., appropriate lifting aids or the “buddy system” should be used in accordance with local workplace safety regulations and company safety procedures.
• Willingness to travel within the APAC region, as business needs require. Travel of around 25% may be expected, depending on customer engagements and project requirements.

Qualifications:

• Bachelor's degree in Engineering, Information Technology, Computer Science or other technical fields is preferred. Candidates with relevant technical experience or equivalent qualifications are encouraged to apply.
• Around 5+ years of experience in engineering/IT industry or a related industry is preferable and considered and added advantage.
• Familiarity or practical exposure to x86 based line of products, server platforms or related computing technologies is desirable and viewed as an advantage to the candidate.
• Demonstrate good punctuality, attention to detail, and a responsible approach to managing customer and technical support activities.
• Good working proficiency in English, with effective verbal and written communication skills. Additional language capabilities relevant to APAC customer interactions will be considered an added value.
• Good communication and interpersonal skills, with the ability to collaborate effectively with customers, engineering teams, sales and other cross-functional stakeholders.
• Working knowledge or practical experience in technical troubleshooting and problem-solving skills is preferred, with experience handling customer escalations considered and added advantage.
• Ability to manage multiple priorities and time-sensitive customer requirements in a fast-paced environment is desirable. Flexibility in responding to urgent or unexpected issues will be considered value-added.
• Familiarity or exposure to Linux operation system, virtualization technologies, or related server technologies is preferable and considered an added advantage.

Salary Range

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.