What are the responsibilities and job description for the Technical Support Lead position at Aivres?
About Aivres
">Aivres is a leading provider of data center servers and storage solutions, committed to delivering innovative technologies that propel the world's industries forward. We offer cutting-edge hardware products and designs to major data centers across the US, supporting critical modern applications including cloud, AI, big data, mass storage, and edge.
We are seeking an experienced Service Support Manager to join our Milpitas office.
Main Responsibilities:
- Team Leadership: Lead and mentor a team of service support engineers, ensuring high performance and professional growth.
- Technical Support: Oversee L1.5-L2 technical support on datacenter server products, serving as the escalation point for complex issues.
- RMA 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 Repair and Testing: Oversee verification, repair, and testing of returned products, including components and full systems.
- Firmware Updates: Ensure firmware updates align with EC requirements and best practices.
- RTV/Vendor RMA: Manage RTV and vendor RMA testing and submissions, ensuring accurate execution.
- Onsite Support: Coordinate onsite troubleshooting and resolution at customer locations when necessary.
- 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 documentation.
- Lab & Resource 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.
- 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.
- 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.
