Technical Account Manager

About the role:

The Technical Account Manager will collaborate closely with engineering teams, sales, RMA, production, and other internal/external stakeholders across the APAC region to support customer technical and service-related requirements. This position will manage primarily one key customer account.

What will be your main task:

• Collaborate closely with engineering teams, sales, RMA, production, and other internal/external stakeholders across the APAC region to support customer technical and service-related requirements
• Introduce and promote appropriate service programs to customers periodically or as needed and conduct operational reviews to understand customer needs and identify opportunities for service improvements
• Resolve technical issues escalated by help desk and field engineers, collaborating with specialized engineering teams to drive complex escalation to timely resolution
• Monitor assigned customer accounts to help ensure service requests are tracked appropriately, follow-up actions are completed in a timely manner, and customer expectations are effectively managed
• Prepare, organize and maintain technical support documentations and training resources to support help desk personnel, field engineers and other internal teams
• Coordinate and manage various escalations from customers by working collaboratively with cross-functional teams to ensure effective communication and resolution
• Visit customers' sites, where appropriate, to better understand customers' requirements, provide technical consultation, and present suitable service solutions in collaboration with Sales or Technical teams
• Support the planning and coordination of onsite integration, implementation or deployment activities, while working closely with customers and internal stakeholders
• Handle equipment or products weighing up to approximately 40 lbs. during installation or support activities. For items weighing more than 50 lbs., appropriate lifting aids or the buddy system should be used in accordance with local workplace safety regulations and company safety procedures
• Travel within the APAC region as business needs require, with travel of around 25% expected depending on customer engagements and project requirements

What can help you succeed:

• Bachelor's degree in Engineering, Information Technology, Computer Science or other technical fields is preferred. Candidates with relevant technical experience or equivalent qualifications are encouraged to apply
• Around 5+ years of experience in engineering/IT industry or a related industry is preferable
• Familiarity or practical exposure to x86 based line of products, server platforms or related computing technologies is desirable
• Demonstrate good punctuality, attention to detail, and a responsible approach to managing customer and technical support activities
• Good working proficiency in English, with effective verbal and written communication skills
• Good communication and interpersonal skills, with the ability to collaborate effectively with customers, engineering teams, sales and other cross-functional stakeholders
• Working knowledge or practical experience in technical troubleshooting and problem-solving skills is preferred
• Ability to manage multiple priorities and time-sensitive customer requirements in a fast-paced environment is desirable
• Familiarity or exposure to Linux operation system, virtualization technologies, or related server technologies is preferable