Senior Field Service Manager

Job Req ID: 29872

Essential Duties and Responsibilities:

1. Provide on-site technical support, troubleshooting, and repair services for customer systems and infrastructure.
2. support customer escalations and emergency service requests with rapid response and resolution.
3. Deliver technical knowledge transfer and training to customers when required.
4. Identify opportunities to improve service efficiency, reduce downtime, and enhance customer satisfaction.
5. Perform failure analysis, diagnostics, and repair of vendor boards, GPU, DPU, server, and related hardware products.
6. Exposure to PCBA schematics, System Architecture Diagram test points, and debugging tools (e.g., multimeter, oscilloscope) will be an added value.
7. Conduct root cause analysis and work with Engineering teams to drive corrective and preventive actions.
8. Document technical findings, repair results, and failure analysis reports.
9. Collaborate with vendors and internal cross-functional teams to improve product quality and serviceability.
10. Willingness to support company assignments, including overtime and overseas travel (e.g., the U.S., Taiwan) for short-term missions of up to one month.
11. Participate in new technology, AI platform, and GB300-related training programs.
12. Ability to perform effectively under pressure and meet work demands.

Qualifications:

• Bachelor's degree or above in Electrical Engineering, Electronics Engineering, Computer Engineering, or related disciplines.
• 3~5+ years of experience in failure analysis, hardware repair, field service, technical support, or electronics manufacturing
• English and Mandarin communication capability required.
• Candidates with a background in electronic circuits and designers will be given priority; this will be considered a plus.
• Working knowledge or exposure to computer or server operations and common electronic components or devices is preferable and considered an advantage to the candidate.
• Comfortable operating common software environments such as Windows; basic exposure to Linux is considered an added value.
• Demonstrates teamwork, self-motivation, and a positive working attitude, with the willingness to contribute to team objectives and continuous improvement.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and with external stakeholders, including customers.
• Ability to work independently in customer-facing environments.
• Willingness to travel domestically and internationally.
• Strong understanding of server hardware, GPU, DPU, motherboard architecture, and electronic circuit troubleshooting and root cause investigation processes.
• Experience using diagnostic and debugging equipment such as oscilloscopes, multimeters, logic analyzers, and related tools.
• Experience or familiarity with soldering and desoldering techniques is preferred; exposure to BGA rework will be an added advantage.
• Ability to support electronic circuit analysis and troubleshooting activities, under guidance when required, is desirable.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.