Solution Manager (26626)

Super Micro Computer, Inc. • San Jose, CA

60d

About The Position

Support Supermicro global service network and help build a world-class service engineering organization. This position is a hands-on solution engineering manager position which requires the ability to support end customers, manage customer escalations, and lead service team staff to optimize resource and workflow that allows for operational efficiency.

Requirements

• Bachelor's degree in CS, CE and EE preferred. MS or MBA degrees are highly desirable
• Minimum of 5 years of industry experience in related areas. Previous experience in a team lead, supervisor or manager capacity preferred
• Flexible hours (including nights and weekends) and travel to customer sites may be required
• Must be knowledgeable with at least one customer support tool/application e.g. ServiceNow, Salesforce, Kayako, etc.
• Solid hardware system design and diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
• Strong technical communication and leadership skills to lead investigations with engineers of multiple disciplines
• Ability to participate in multiple cross-functional projects concurrently in a rapidly changing environment, demonstrated ability to learn and embrace new and changing technologies
• Proficient in English (read/write/speak). Mandarin or Japanese proficiency is a plus for supporting Asia Pacific regions
• Must possess an excellent ability to follow-up on planned actions and be able to produce meaningful report and metrics as require
• Have product knowledge, be proficient in service and repair of all systems

Nice To Haves

• Work experience in large enterprise IT environment and technical certifications is a plus
• Familiarity with Linux and Virtualization is a plus
• Knowledge of Supermicro Global Service Offering

Responsibilities

• Work with Technical Account Managers, Service Managers, and Product Managers in defining service kits and all service tools, application, etc. for the team.
• Work closely with engineering, sales, RMA, production, and various internal/external organizations in supporting the customers.
• Conduct preventive maintenance, managing repair/parts cycle times and KPIs.
• Travel to the field to resolve critical customer issues and/or escalations. Train internal teams, customers or partners as business requires.
• Train new service team members and develop service team capability.
• Lead and develop service team staff to optimize resource and service operations.
• Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, effectiveness while meeting daily service expectations.
• On-site troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment; be completely self-sufficient in the field.
• Run tests, reproduce problem and simulations at our facility to assist with problem solving
• Enhance global portal service database of information to align with our corrective action systems.
• Plan and coordinate Service Desk activities with our Authorize Service Provider
• Monitor the assigned accounts to make sure that service cases do not fall into gaps and are followed up timely.
• Document and ensure processes are in place for Service Level (SLA) measurement and reporting metric.
• Assist in building and tuning the current process
• Enforce policies and procedures within the service organization and alignment to the current process with ISO to ensure compliance.
• Work in a global environment in multiple time-zone e.g. Europe, Asia etc.
• Point of contact for escalation in all regions and provide resolution for complex technical problems on Supermicro equipment in an enterprise environment.
• Travel is required (up to 25%)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computer and Electronic Product Manufacturing
• Number of Employees: 5,001-10,000 employees