Job Description
Essential Duties and Responsibilities:
Essential Duties and Responsibilities:
• Serve as the primary point of contact for the Firmus project, managing both deployment and post-deployment onsite service activities.
• Plan and coordinate system installation, rack integration, and onsite testing in collaboration with Project Managers, logistics, and field engineers.
• Monitor service performance and ensure timely response to customer requests, incidents, and escalations.
• Work closely with engineering teams, sales, RMA, and production to resolve technical or operational issues.
• Support field engineers through technical guidance, documentation, and training during live deployment and service operations.
• Manage customer communication, provide status updates, and prepare service activity or performance reports.
• Coordinate spare-parts readiness and site support to minimize downtime and ensure SLA compliance.
• Conduct onsite visits as needed to assess customer environments, gather feedback, and reinforce Supermicro service quality standards.
• Assist in developing service procedures and best practices based on project experience and customer feedback.
• Travel may be required (up to 25%) to customer sites or regional data centers.