Aivres is a leading data center servers and storage solutions provider committed to delivering innovative technologies that propel the world's leading industries to new frontiers. We widely deliver and deploy cutting-edge hardware products and designs to major data centers across the US, supporting critical modern applications that include cloud, AI, big data, mass storage, and edge. Our unique JDM model enables open collaboration with partners and customers to develop purpose-built, performance-optimized solutions that tackle different workloads and overcome real-world challenges.
We are looking for an experienced and self-driven Service Support Manager to join our Milpitas California office.
We are looking for an experienced and self-driven Service Support Manager to join our Milpitas, California office.
Primary Responsibilities:
- Team Leadership: Lead and mentor a team of service support engineers, ensuring high performance and professional growth.
- Technical Support: Oversee the provision of L1.5-L2 technical support on datacenter server products, serving as the escalation point for complex technical issues.
- RMA Management: Supervise the review and processing of RMA requests, ensuring efficiency and compliance with company policies.
- Customer Engagement: Act as a primary liaison between customers and engineering teams to provide timely resolutions and root cause analysis (RCA).
- Product Repair and Testing: Oversee verification, repair, and testing of returned products, including individual components and full systems.
- Firmware Updates: Ensure firmware updates on spare parts align with engineering change (EC) requirements and best practices.
- RTV/Vendor RMA: Manage RTV and vendor RMA testing and submissions, ensuring accurate and timely execution.
- Onsite Support: Coordinate and, when necessary, travel to customer locations to troubleshoot and resolve system issues.
- Training Programs: Develop and oversee training programs for customers and third-party vendors on product service and repair procedures.
- Process Improvement & Documentation: Ensure continuous improvement of service processes and maintain updated service-related documentation, including manuals and standard operating procedures (SOPs).
- Lab & Resource Management: Oversee service lab operations, managing fixtures, tools, and equipment to optimize efficiency.
- Strategic Projects: Drive and participate in service-related strategic initiatives and process enhancement projects as needed.
Qualifications:
- Education: Bachelor's degree in Electrical Engineering, Computer Science, Computer Science Engineering, or equivalent work experience.
- Experience: Minimum of 5+ years in a customer-facing technical support role, with at least 2 years of experience in a leadership or managerial capacity, supporting and servicing complex datacenter products.
- Technical Skills: Strong hardware troubleshooting and diagnostic abilities; hands-on experience with server systems; familiarity with Linux environments.
- Knowledge: In-depth understanding of x86 server systems, BMC, BIOS, and other firmware.
- Communication: Excellent verbal and written communication skills, with the ability to engage effectively with cross-functional teams and customers.
- Tools: Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Language: Professional proficiency in English and Mandarin Chinese (reading, writing, speaking).
- Travel: Willingness to travel up to 15% as required.