Technical Account Manager

Job Req ID: 27466

Essential Duties and 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 (or on demand) 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, so significant experience is required
• 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 ability to utilize a “buddy system” for products weighing more than 50 lbs.
• Travel is required (up to 25%)

Qualifications:

• Bachelor's degree in engineering or other technical field
• 5+ years of experience in engineering/IT industry
• Strong background working with x86 based line of products
• Must be punctual and detail-oriented. Fluent in English
• Excellent communication (both oral and written) and interpersonal skills
• Excellent troubleshooting and problem solving skills
• Ability to work efficiently under pressure as many escalated issues tend to be urgent and unexpected
• Familiarity with Linux and Virtualization is a plus