[Hiring] Technical Account Manager @Super Micro Computer

Role Description

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.

• 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 ensure service requests are tracked appropriately, follow-up actions are completed in a timely manner, and customer expectations are effectively managed.
• Prepare, organize and maintain technical support documentation 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.
• 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.
• Around 5+ years of experience in engineering/IT industry or a related industry is preferable.
• Familiarity or practical exposure to x86 based line of products, server platforms or related computing technologies is desirable.
• 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.
• 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.
• Ability to manage multiple priorities and time-sensitive customer requirements in a fast-paced environment is desirable.
• Familiarity or exposure to Linux operating system, virtualization technologies, or related server technologies is preferable.

Company Description

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.