Technical Account Manager
At a glance
Mid-level Account Management role at Super Micro Computer. Hanoi.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Coordinate with engineering, sales, RMA, production, and other teams to support customer needs
- Introduce service programs, then review operations with customers on a regular or as-needed basis
- Resolve escalated help-desk and field-engineer issues by directing engineering work through closure
- Track one major account so service cases receive timely follow-up without gaps
- Visit customers, present service options, and coordinate on-site integration work
What you bring
- A technical bachelor's degree and at least five years in engineering or IT
- Strong experience with x86 product lines, plus fluent English communication
- Careful, punctual work habits and strong troubleshooting, problem-solving, and interpersonal skills
- The ability to stay effective when urgent, unexpected escalations arise
Who this fits
This role suits a technically experienced account manager comfortable owning one very large customer and handling urgent escalations. You’ll travel up to a quarter of the time, visit customers, and coordinate on-site work. The job also requires lifting items up to forty pounds and using a buddy system for heavier products.
From the employer
Job Req ID: 29628
About Supermicro:
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.
Essential Duties and Responsibilities:
Includes the following essential duties and responsibilities (other duties may also be assigned):
• Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting the customers
• Introduce service programs 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.
• Travel is required (up to 25%)
Qualifications:
• 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
• Familiarity with Linux and Virtualization is a plus
EEO Statement
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.
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