Service Manager_TC29444
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Description
- On-site troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
- Drive customer satisfaction through service excellence by conducting preventive maintenance, managing repair/parts cycle times
- Ensure escalation situations are managed and corrected efficiently and professionally
- Provide 2nd line support to resellers and distributors in all aspects of customer support
- Develop deep understanding of in-house product knowledge
- Work with Technical Account Manager, Service Manager, and Product Manager in define service kits and all service tools
- Enhance global portal service data base of information to align with our corrective action systems
- Provide and contribute information such as fault triage and training materials
- Run tests and simulations at our facility to assist with problem solving
- Travel to the field to train and or resolve customer issues
- Train new service engineers
- Attend and complete all required training and certification exams
- Learn to be proficient in service and repair of all systems (current, new, and updates)
- Work under Technical Account Manager's direction and take ownership of customer base
- Able to work self-sufficient in the field, make good business judgments and decisions in relationship to efficiency and effectiveness while meeting daily service expectations