Technical Account Manager (AI Server RMA & Infrastructure Operations)

Position overview

We are looking for a Technical Account Manager (TAM) to serve as the primary technical and operational interface between our company and leading Taiwan GPU server OEM/ODM manufacturers. This role will manage end-to-end coordination across OEM production, R&D, FAE, quality, logistics, sales, and business teams, ensuring efficient execution of AI GPU server repair, refurbishment, RMA, and lifecycle management.

The TAM will act as the key bridge between Taiwan OEM partners, our infrastructure and repair operations team, and major AI/cloud infrastructure customers such as NeoCloud, NCP, and large-scale GPU computing platforms.

This is a Malaysia-based role with regular short-term business travel to Taiwan.

Key responsibilities

Taiwan GPU OEM/ODM account management

• Serve as the dedicated technical and operational contact for Taiwan GPU server OEM/ODM partners.
• Establish and maintain regular technical and business coordination mechanisms.
• Coordinate with OEM production teams on manufacturing processes, repair standards, refurbishment procedures, and quality requirements.
• Work closely with OEM R&D teams on hardware validation, BIOS/firmware updates, hardware revisions, and compatibility issues.
• Interface with OEM FAE teams on fault diagnosis, technical clarification, customer escalations, and repair determination.
• Coordinate with OEM sales and business teams on project schedules, production capacity, delivery planning, and commercial alignment.
• Manage communication with OEM logistics, RMA warehouses, customs, and return material processes to ensure turnaround time targets are achieved.

AI GPU server RMA and refurbishment management

• Own the complete RMA process for AI GPU servers, GPU modules, liquid-cooling nodes, and rack-level infrastructure, including platforms such as B300 and GB300.
• Develop and manage repair, replacement, refurbishment, and spare parts management processes.
• Coordinate investigation and resolution of batch hardware failures, recurring defects, and complex infrastructure issues.
• Track the full repair lifecycle from return shipment, diagnostics, repair, refurbishment, return logistics, validation, and production deployment.
• Prepare failure analysis reports, batch risk assessments, and OEM corrective action follow-up reports.

Customer delivery and service assurance

• Support major AI infrastructure customers including NeoCloud, NCP, cloud providers, and GPU computing operators.
• Manage customer requests related to hardware failures, infrastructure upgrades, refurbishment programs, and spare parts fulfillment.
• Provide customers with SLA updates, repair progress reports, risk assessments, and recovery plans.
• Ensure stability, quality, and delivery performance across large-scale GPU infrastructure deployments.

Cross-functional coordination

Work closely with internal repair operations, field engineers, project delivery teams, supply chain, logistics, and business development teams to:

• Align internal repair standards with OEM technical requirements.
• Communicate OEM policy updates, hardware revisions, end-of-life components, and RMA process changes.
• Resolve cross-functional issues involving spare parts shortages, repair delays, customs clearance, technical disputes, and delivery schedules.
• Develop and maintain standardized operating procedures for RMA processing, failure classification, documentation, customs, and reporting.

Risk management and continuous improvement

• Monitor batch hardware failures, quality trends, and manufacturing-related risks.
• Conduct regular business reviews with Taiwan OEM partners on yield rates, repair performance, turnaround time, and quality improvements.
• Maintain OEM contact databases, repair records, pricing references, and turnaround benchmarks.
• Support business development initiatives by identifying deeper OEM collaboration opportunities and service expansion programs.

Key performance indicators (KPIs)

• OEM response efficiency and issue resolution closure rate.
• RMA turnaround time and on-time repair completion.
• Batch hardware failure resolution and OEM corrective action implementation.
• Customer satisfaction across NeoCloud, NCP, and AI infrastructure accounts.
• Cross-functional coordination efficiency and process standardization outcomes.

Requirements

• 2–4 years of experience in server OEM/ODM account management, hardware RMA operations, infrastructure repair coordination, or technical customer management.
• Experience working with Taiwan server manufacturers or hardware OEM ecosystems is highly preferred.
• Strong understanding of AI GPU servers, GPU hardware, server repair processes, liquid-cooling systems, and data center hardware troubleshooting.
• Familiarity with OEM R&D, FAE, manufacturing, quality, and logistics operations.
• Excellent stakeholder management and cross-functional coordination skills with the ability to drive issue resolution across multiple organizations.
• Strong communication and commercial awareness, with the ability to balance technical discussions and business negotiations.
• Willingness to travel regularly to Taiwan.
• Ability to communicate effectively in English via email and technical documentation.

Preferred qualifications

• Experience working with Quanta, Compal, Gigabyte, Wistron, or other Taiwan server OEMs.
• Experience supporting NeoCloud, NCP, GPU cloud infrastructure, or AI data center operations.
• Knowledge of server refurbishment, hardware refresh programs, batch replacement projects, and large-scale data center infrastructure operations.
• Familiarity with cross-border logistics, customs clearance, RMA documentation, and spare parts management.

Work environment

• Primary region: Taiwan OEM/ODM partners.
• End customers: NeoCloud, NCP, and major AI/cloud infrastructure operators.
• Business focus: AI GPU server repair, refurbishment, hardware refresh, and end-to-end RMA lifecycle management.
• Travel: Regular short-term travel to Taiwan for OEM coordination, factory reviews, process alignment, and project management.