Supermicro - San Jose, CA
posted 3 months ago
The Technical Account Manager (TAM) at Super Micro Computer is a pivotal role responsible for the post-sales management of assigned accounts, particularly for global service customers. This position serves as the primary escalation point of contact for service customers, necessitating close collaboration with engineering teams, sales, and various internal and external organizations to ensure customer satisfaction and support. The TAM is integral to post-sales support, requiring a blend of technical aptitude and exceptional interpersonal skills, particularly in relation to server products. In this role, the TAM will work closely with engineering teams, the sales department, the RMA (Return Merchandise Authorization) department, and production teams to provide comprehensive support to customers. The TAM will introduce service programs to customers and conduct periodic follow-ups for operational reviews. A significant aspect of the role involves resolving issues escalated by help desk and field engineers, and if necessary, coordinating with engineering teams to drive these issues to resolution. The TAM will monitor assigned accounts to ensure that service cases are addressed promptly and effectively, managing primarily one very large customer, which requires substantial experience. Additionally, the TAM will gather and compile technical support documentation to aid in training help desk and field engineers. The role also involves managing various customer escalations and directing them appropriately, as well as visiting customers to understand their requirements and present tailored service solutions, often in conjunction with sales. Onsite integration activities will also be planned and coordinated by the TAM. The position requires the ability to lift up to 40 lbs and utilize a buddy system for heavier products, with travel expectations of up to 25%.