Technical Account Manager

SUPER MICRO COMPUTER MALAYSIA SDN. BHD.; Malaysia; On-site; MYR 80,000 - 140,000; Full time

Job summary

Supermicro Malaysia is seeking a Customer Technical Support Specialist to collaborate with engineering, sales, RMA, production, and other stakeholders across the APAC region to support customer technical and service-related requirements.

The role involves promoting service programs, conducting operational reviews to understand customer needs, and resolving complex escalations with specialized engineering teams as needed.

Job description

• 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 request are tracked appropriately, follow-up actions are completed in a timely manner, and customer expectations are effectively managed. This position will manage primarily 1 (one) key customer account, so significant experience supporting strategic or enterprise-level account is preferable and considered and added value.
• 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 the customers by working collaboratively with cross-functional teams to ensure effective communication and resolution.
• Visit customers' site, 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.
• May be required to handle equipment of products weighing up to approx. 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.
• Willingness to travel within the APAC region, as business needs require. Travel of around 25% may be expected, depending on customer engagements and project requirements.

Supermicro® (NASDAQ:SMCI), with 30+ years of leadership in Enterprise, cloud, AI, and 5G Telco/Edge Infrastructure solutions, pioneers the industry with Building Block Solutions® and Green Computing servers. Its customizable, efficient, and sustainable IT offerings such as liquid-cooling technology redefine performance standards and environmental responsibility.

Supermicro® (NASDAQ:SMCI), with 30+ years of leadership in Enterprise, cloud, AI, and 5G Telco/Edge Infrastructure solutions, pioneers the industry with Building Block Solutions® and Green Computing servers. Its customizable, efficient, and sustainable IT offerings such as liquid-cooling technology redefine performance standards and environmental responsibility.