Sr. Technical Account Manager

Sr. Technical Account ManagerThe Sr. 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.Essential Duties and Responsibilities:Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting the customersIntroduce 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 resolutionMonitor 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 requiredGather and compile technical support documentations for training help desk and field engineersManage various escalations from the customers and direct them appropriatelyVisit customers to understand customer's requirements and present service solutions (often accompanied by sales)Plan and coordinate onsite integration activitiesAbility 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 preferred8+ years of experience in engineering/IT industryStrong background working with x86 based line of productsMust be punctual and detail-oriented. Fluent in EnglishExcellent communication (both oral and written) and interpersonal skillsExcellent troubleshooting and problem solving skillsAbility to work efficiently under pressure as many escalated issues tend to be urgent and unexpectedFamiliarity with Linux and Virtualization is a plusSalary Range $105,000 - $125,000 The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.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.