Service Program Manager

Service Program Manager

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.

Supermicro is looking for a stellar Technical Support Associate to support our Global Service network and help build a world class field engineering organization. This job requires the ability to work flexible hours in a call center work environment to provide technical support over phone and/or web to customers on hardware and software issues and occasional travel to customer site. This position will be based in our headquarters located in San Jose, CA.

Essential Duties and Responsibilities

The job responsibilities will include, but are not limited to:

• Provide technical support over phone and/or web to customers on hardware and software issues.
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed.
• Determines requirements and/or root cause of technical issues by working with customers.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Perform hands-on work on servers and computers/networking equipment.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions.
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
• Ensure escalation situations are managed and corrected quickly and professionally.
• Drive customer satisfaction through service excellence.
• Work with other engineers, account managers and developers.
• Provide and contribute information such as fault triage and training materials.
• Attend and complete all required training and certification exams.
• Learn to be proficient in service and repair of all systems (current, new, and updates).

Qualifications

Hands-on experience with servers (Supermicro, EMC, DELL, HP) is preferable. Experience in talking with customers to defuse situations. Background in web development is a big plus. Can navigate Linux would be a plus. Network experience such as setting up a home network with port forwarding. Able to travel 15 days per year upon operational need.

Salary Range 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.