What are the responsibilities and job description for the Hardware Support Specialist position at Aivres?
Leadership Role in Data Center Services
Aivres is a leading provider of innovative data center servers and storage solutions, dedicated to delivering groundbreaking technologies that propel the world's industries forward.
We are seeking an experienced Service Support Manager to join our Milpitas California office.
Main Job Duties:
- Leading the Team: Lead and mentor a team of service support engineers, ensuring high performance and professional growth.
- Technical Expertise: Oversee L1.5-L2 technical support on datacenter server products, serving as the escalation point for complex technical issues.
- RMA Process Management: Supervise RMA requests, ensuring efficiency and compliance with company policies.
- Customer Engagement: Act as a liaison between customers and engineering teams for timely resolutions and root cause analysis (RCA).
- Product Maintenance: Oversee verification, repair, and testing of returned products, including components and full systems.
- Firmware Update Management: Ensure firmware updates align with EC requirements and best practices.
- Vendor Relationship Management: Manage RTV and vendor RMA testing and submissions, ensuring accurate execution.
- On-Site Support: Coordinate onsite troubleshooting and resolution at customer locations when necessary.
- Training Program Development: Develop and oversee training programs for customers and third-party vendors on product service and repair procedures.
- Process Improvement: Ensure continuous improvement of service processes and maintain updated documentation.
- Lab Management: Oversee service lab operations, managing fixtures, tools, and equipment for optimal efficiency.
- Strategic Projects: Drive and participate in service-related strategic initiatives and process enhancement projects as needed.
Requirements:
- Education: Bachelor's degree in Electrical Engineering, Computer Science, or equivalent work experience.
- Professional Experience: Minimum 5 years in a customer-facing technical support role, with at least 2 years of experience in leadership or management, supporting complex datacenter products.
- Technical Skills: Strong hardware troubleshooting and diagnostic abilities, hands-on experience with server systems, and familiarity with Linux environments.
- Domain Knowledge: In-depth understanding of x86 server systems, BMC, BIOS, and other firmware.
- Communication Skills: Excellent verbal and written communication skills, with the ability to engage effectively with cross-functional teams and customers.
- Software Tools: Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Linguistic Proficiency: Professional proficiency in English and Mandarin Chinese (reading, writing, speaking).
- Travel Requirements: Willingness to travel up to 15% as required.
