What are the responsibilities and job description for the Server Service Manager position at Aivres?
Aivres Overview
Aivres is a renowned leader in the data center servers and storage solutions market, dedicated to delivering groundbreaking technologies that empower the world's leading industries to new frontiers.
We are currently seeking an experienced Service Support Manager to join our Milpitas California office.
Main Objectives:
- Team Performance: Lead and mentor a team of service support engineers to ensure high-performance and professional growth.
- Technical Assistance: Oversee L1.5-L2 technical support on datacenter server products, acting as the escalation point for complex technical issues.
- RMA Process: Supervise RMA requests, ensuring efficiency and compliance with company policies.
- Customer Liaison: Act as a liaison between customers and engineering teams for timely resolutions and root cause analysis (RCA).
- Product Verification: Oversee verification, repair, and testing of returned products, including individual components and full systems.
- Firmware Management: Ensure firmware updates align with EC requirements and best practices.
- RTV/Vendor Coordination: 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 Development: Develop and oversee training programs for customers and third-party vendors on product service and repair procedures.
- Process Enhancement: Ensure continuous improvement of service processes and maintain updated documentation.
- Lab Operations: Oversee service lab operations, managing fixtures, tools, and equipment for optimal efficiency.
- Strategic Initiatives: Drive and participate in service-related strategic initiatives and process enhancement projects as needed.
Qualifications:
- Education: Bachelor's degree in Electrical Engineering, Computer Science, or equivalent work experience.
- 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 Competencies: 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.
