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About the Role

Supermicro is seeking a Technical Account Manager responsible for fieldwork at customer sites to resolve and repair server systems. This role is critical for post-sales support, requiring exceptional technical aptitude with server products and excellent interpersonal skills to support the Global Service network and build a world-class field engineering organization.

Responsibilities

• Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting customers.
• Introduce service programs to customers and follow up periodically for operations review.
• Solve issues escalated by help desk and field engineers, collaborating with engineering teams for resolution.
• Monitor assigned accounts to ensure timely follow-up on service cases, managing primarily one very large customer.
• Gather and compile technical support documentation for training help desk and field engineers.
• Manage and direct customer escalations appropriately.
• Visit customers to understand requirements and present service solutions.
• Plan and coordinate onsite integration activities.
• Ability to lift up to 40 lbs. and utilize a buddy system for products over 50 lbs.
• Travel is required (up to 25%).

Requirements

• 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 products.
• Must be punctual and detail-oriented.
• Fluent in English.
• Excellent communication (both oral and written) and interpersonal skills.
• Excellent troubleshooting and problem-solving skills.
• Ability to work efficiently under pressure.
• Familiarity with Linux and Virtualization is a plus.

Skills

• Technical aptitude with server products
• Interpersonal skills
• Customer support
• Troubleshooting
• Problem-solving
• Communication (oral and written)
• Linux
• Virtualization

Location

• Customer sites

Work Type

• Full-time
• Onsite
• Travel required (up to 25%)

Experience Level

• 5+ years of experience in engineering/IT industry

Education Level

• Bachelor's degree in engineering or other technical field

About the Company

• 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.

Equal Opportunity

• 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.