Job Req ID: 29518

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.

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:

Includes the following essential duties and responsibilities (other duties may also be assigned):

• Understand and be able to articulate the Supermicro Global Service Offering.
• Introduce Supermicro Global Service program to the customers.
• Provide Supermicro Global Service program training to sale, Product Manager, Field Application Engineers (FAE), Management and other organization within Supermicro.
• Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting the customers.
• If require, step in to process RMA for customer.
• Periodically (or on demand) follow up with the customers for operations review ABR, QBR etc.
• Solve issues/challenges escalated by Service 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.
• Gather and compile technical support documentations for training Service 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 and act a project manager when require.
• Set correct expectation for customer and sales.
• Lead and manage customer repair and troubleshooting process.
• Perform follow up session after customer issue is resolved.
• Communicate effective to sale and end customer on follow up items.
• Travel is required (up to 25%)

Qualifications:

• Bachelor's degree in engineering or other technical field or equivalent experience.
• 5+ years of experience in engineering/IT industry.
• Strong background working with x86 based line of products.
• Must be punctual and detail-oriented.
• Excellent and concise communication (both oral and written) and interpersonal skills.
• Excellent troubleshooting and problem-solving skills.
• Ability to work efficiently under pressure as many escalated issues tend to be urgent and unexpected.
• Familiarity with Linux and Virtualization is a plus.
• Federal Government clearance is a plus

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.