Technical Account Manager

Supermicro•Jersey City, NJ

29d•Onsite

About The Position

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 need to be able to demonstrate technical aptitude in working with server products in addition to excellent interpersonal skills.

Requirements

Bachelor's degree in engineering or other technical field
2+ 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 as many escalated issues tend to be urgent and unexpected

Nice To Haves

Familiarity with Linux and Virtualization is a plus

Responsibilities

Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting the customers
Introduce service program to the customers and periodically (or on demand) follow up with the customers for operations review, etc.
Solve issues/challenges escalated by help 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. This position will manage primarily 1 very large customer, so significant experience is required
Gather and compile technical support documentations for training help 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
Ability to lift up to 40 lbs. and ability to utilize a “buddy system” for products weighing more than 50 lbs.