Service Program Manager
On-siteBade, Taiwan, Taiwan
Job Summary
Provide technical support over phone and/or web to customers on hardware and software issues, determining root causes and resolving problems by researching solutions and implementing fixes. Perform hands-on work on servers and networking equipment, managing escalations quickly while driving customer satisfaction through service excellence. Collaborate with engineers, account managers, and developers to fulfill requests and contribute fault triage and training materials. Complete required training and certification exams to maintain proficiency in service and repair of all systems. Work flexible hours including weekends and holidays, with occasional travel to customer sites.
Required Qualifications
- Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
- Able to travel 15 days per year upon operational need
Desired Qualifications
- Hands-on experience with servers (Supermicro, EMC, DELL, HP) is preferable
- Experience in talking with customers to defuse situations
- Background in web development is a big plus
- Can navigate Linux would be a plus
- Network experience such as setting up a home network with port forwarding
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