Technical Account Manager

SUPER MICRO COMPUTER MALAYSIA SDN. BHD.; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

SUPER MICRO COMPUTER MALAYSIA SDN. BHD. is seeking a Technical Account Manager to collaborate with engineering, sales and operations across the APAC region, supporting customer technical and service requirements and managing a key account.

You will promote service programs, drive operational reviews, and resolve escalations with specialized teams, ensuring timely resolutions and strong customer satisfaction. APAC travel is expected.

Qualifications

• Bachelor's degree in Engineering, IT, CS or related technical field is preferred.
• Around 5+ years of experience in engineering/IT or related industry is preferable.
• Familiarity with x86 based products, server platforms or related computing technologies is desirable.
• Strong communication and interpersonal skills with customer-facing experience.
• Fluent English, both written and verbal, is a key requirement.

Responsibilities

• Collaborate with engineering, sales, RMA, production and stakeholders across APAC to support customer technical and service requirements.
• Introduce and promote service programs and conduct operational reviews to identify improvement opportunities.
• Resolve technical issues escalated by help desk and field engineers with cross-functional teams.
• Monitor accounts to ensure service requests are tracked, actions completed and customer expectations managed.
• Prepare and maintain technical documentation and training resources for support teams.
• Coordinate escalations and ensure effective communication and resolution with cross-functional teams.
• Visit customers on-site to understand requirements and present suitable service solutions with Sales/Technical teams.
• Support onsite integration, implementation or deployment activities with customers and internal teams.
• Handle equipment up to 40 lbs; use lifting aids for heavier items and follow safety procedures.
• Travel within APAC around 25% as required by customer engagements and projects.

Skills

Communication

Interpersonal skills

Prioritization

Time management

Problem solving

English proficiency

Education

Bachelor's degree in Engineering/IT/CS

Tools

x86 servers

Linux

Virtualization technologies

Server platforms

Job description

The Technical Account Manager will collaborate closely with engineering teams, sales, RMA, production, and other internal/external stakeholders across the APAC region to support customer technical and service-related requirements. This position will manage primarily one key customer account.

What will be your main task:

Collaborate closely with engineering teams, sales, RMA, production, and other internal/external stakeholders across the APAC region to support customer technical and service-related requirements

Introduce and promote appropriate service programs to customers periodically or as needed and conduct operational reviews to understand customer needs and identify opportunities for service improvements

Resolve technical issues escalated by help desk and field engineers, collaborating with specialized engineering teams to drive complex escalation to timely resolution

Monitor assigned customer accounts to help ensure service requests are tracked appropriately, follow-up actions are completed in a timely manner, and customer expectations are effectively managed

Prepare, organize and maintain technical support documentations and training resources to support help desk personnel, field engineers and other internal teams

Coordinate and manage various escalations from customers by working collaboratively with cross-functional teams to ensure effective communication and resolution

Visit customers' sites, where appropriate, to better understand customers' requirements, provide technical consultation, and present suitable service solutions in collaboration with Sales or Technical teams

Support the planning and coordination of onsite integration, implementation or deployment activities, while working closely with customers and internal stakeholders

Handle equipment or products weighing up to approximately 40 lbs. during installation or support activities. For items weighing more than 50 lbs., appropriate lifting aids or the buddy system should be used in accordance with local workplace safety regulations and company safety procedures

Travel within the APAC region as business needs require, with travel of around 25% expected depending on customer engagements and project requirements

What can help you succeed:

Bachelor's degree in Engineering, Information Technology, Computer Science or other technical fields is preferred. Candidates with relevant technical experience or equivalent qualifications are encouraged to apply

Around 5+ years of experience in engineering/IT industry or a related industry is preferable

Familiarity or practical exposure to x86 based line of products, server platforms or related computing technologies is desirable

Demonstrate good punctuality, attention to detail, and a responsible approach to managing customer and technical support activities

Good working proficiency in English, with effective verbal and written communication skills

Good communication and interpersonal skills, with the ability to collaborate effectively with customers, engineering teams, sales and other cross-functional stakeholders

Working knowledge or practical experience in technical troubleshooting and problem-solving skills is preferred

Ability to manage multiple priorities and time-sensitive customer requirements in a fast-paced environment is desirable

Familiarity or exposure to Linux operation system, virtualization technologies, or related server technologies is preferable