Serve as the primary point of contact for the Firmus project, managing both deployment and post-deployment onsite service activities.
Plan and coordinate system installation, rack integration, and onsite testing in collaboration with Project Managers, logistics, and field engineers.
Monitor service performance and ensure timely response to customer requests, incidents, and escalations.
Work closely with engineering teams, sales, RMA, and production to resolve technical or operational issues.
Support field engineers through technical guidance, documentation, and training during live deployment and service operations.
Manage customer communication, provide status updates, and prepare service activity or performance reports.
Coordinate spare-parts readiness and site support to minimize downtime and ensure SLA compliance.
Conduct onsite visits as needed to assess customer environments, gather feedback, and reinforce Supermicro service quality standards.
Assist in developing service procedures and best practices based on project experience and customer feedback.

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

Technical Account Manager

Key skills