Solution Manager

Job Req ID: 26626

About Supermicro:

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. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.
 

Job Summary:

Support Supermicro global service network and help build a world-class service engineering organization. This position is a hands-on solution engineering manager position which requires the ability to support end customers, manage customer escalations, and lead service team staff to optimize resource and workflow that allows for operational efficiency.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):
• Work with Technical Account Managers, Service Managers, and Product Managers in defining service kits and all service tools, application, etc. for the team.
• Work closely with engineering, sales, RMA, production, and various internal/external organizations in supporting the customers.
• Conduct preventive maintenance, managing repair/parts cycle times and KPIs.
• Travel to the field to resolve critical customer issues and/or escalations. Train internal teams, customers or partners as business requires.
• Train new service team members and develop service team capability.
• Lead and develop service team staff to optimize resource and service operations.
• Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, effectiveness while meeting daily service expectations.
• On-site troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment; be completely self-sufficient in the field.
• Run tests, reproduce problem and simulations at our facility to assist with problem solving
• Enhance global portal service database of information to align with our corrective action systems.
• Plan and coordinate Service Desk activities with our Authorize Service Provider
• Monitor the assigned accounts to make sure that service cases do not fall into gaps and are followed up timely.
• Document and ensure processes are in place for Service Level (SLA) measurement and reporting metric.
• Assist in building and tuning the current process
• Enforce policies and procedures within the service organization and alignment to the current process with ISO to ensure compliance.
• Work in a global environment in multiple time-zone e.g. Europe, Asia etc.
• Point of contact for escalation in all regions and provide resolution for complex technical problems on Supermicro equipment in an enterprise environment.
• Travel is required (up to 25%)

Qualifications:

• Bachelor’s degree in CS, CE and EE preferred. MS or MBA degrees are highly desirable
• Minimum of 5 years of industry experience in related areas. Previous experience in a team lead, supervisor or manager capacity preferred
• Flexible hours (including nights and weekends) and travel to customer sites may be required
• Work experience in large enterprise IT environment and technical certifications is a plus
• Must be knowledgeable with at least one customer support tool/application e.g. ServiceNow, Salesforce, Kayako, etc.
• Familiarity with Linux and Virtualization is a plus
• Knowledge of Supermicro Global Service Offering
• Solid hardware system design and diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
• Strong technical communication and leadership skills to lead investigations with engineers of multiple disciplines
• Ability to participate in multiple cross-functional projects concurrently in a rapidly changing environment, demonstrated ability to learn and embrace new and changing technologies
• Proficient in English (read/write/speak). Mandarin or Japanese proficiency is a plus for supporting Asia Pacific regions
• Must possess an excellent ability to follow-up on planned actions and be able to produce meaningful report and metrics as require
• Have product knowledge, be proficient in service and repair of all systems

Salary Range

$93,000 - $150,000 

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

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.