Technical Account Manager

Super Micro Computer • Jersey City, NJ

70d • $80,000 - $120,000

About The Position

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.

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 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
• 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.
• Travel is required (up to 25%)

Benefits

• Comprehensive benefits package
• Participation in bonus and equity award programs

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees