Technical Account Manager – Global Support & Escalations

Supermicro; Indonesia; On-site; IDR 167,400,000 - 312,480,000; Full time

Job summary

Supermicro is seeking to strengthen its global service and support operations in Indonesia. The role involves collaborating with engineering, sales and support teams to assist customers, roll out service programs, and drive issue resolution across multiple accounts.

Travel up to 25% and onsite integration planning are expected. The candidate will engage with customers to understand requirements, document technical procedures, and coordinate escalations with engineering teams to ensure timely

Responsibilities

• 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 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
• 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 utilize a buddy system for products weighing more than 50 lbs.
• Travel is required (up to 25%)

Job description

Supermicro is seeking to strengthen its global service and support operations in Indonesia. The role involves collaborating with engineering, sales and support teams to assist customers, roll out service programs, and drive issue resolution across multiple accounts.

Travel up to 25% and onsite integration planning are expected. The candidate will engage with customers to understand requirements, document technical procedures, and coordinate escalations with engineering teams to ensure timely