About Aivres

Aivres is a leading global data center and cloud computing solutions provider committed to delivering innovative technologies that propel the world’s leading industries to new frontiers. We deliver and deploy robust, performance-optimized, purpose-built platforms to major data centers around the globe.

Job Summary

We are looking for an experienced and self-driven Service Support Manager to join our Milpitas California office.

Level: Mid-Senior Level
Salary range: $100K/yr – $150K/yr

Primary Responsibilities

• Team Leadership: Lead and mentor a team of service support engineers, ensuring high performance and professional growth.
• Technical Support: Oversee the provision of L1.5-L2 technical support on datacenter server products, serving as the escalation point for complex technical issues.
• RMA Management: Supervise the review and processing of RMA requests, ensuring efficiency and compliance with company policies.
• Customer Engagement: Act as a primary liaison between customers and engineering teams to provide timely resolutions and root cause analysis (RCA).
• Product Repair and Testing: Oversee verification, repair, and testing of returned products, including individual components and full systems.
• Firmware Updates: Ensure firmware updates on spare parts align with engineering change (EC) requirements and best practices.
• RTV/Vendor RMA: Manage RTV and vendor RMA testing and submissions, ensuring accurate and timely execution.
• Onsite Support: Coordinate and, when necessary, travel to customer locations to troubleshoot and resolve system issues.
• 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 service-related documentation, including manuals and standard operating procedures (SOPs).
• Lab & Resource Management: Oversee service lab operations, managing fixtures, tools, and equipment to optimize efficiency.
• Strategic Projects: Drive and participate in service-related strategic initiatives and process enhancement projects as needed.

Qualifications

• Education: Bachelor’s degree in Electrical Engineering, Computer Science, Computer Science Engineering, or equivalent work experience.
• Experience: Minimum of 5+ years in a customer-facing technical support role, with at least 2 years of experience in a leadership or managerial capacity, supporting and servicing complex datacenter products.
• Technical Skills: Strong hardware troubleshooting and diagnostic abilities; hands-on experience with server systems; 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.

EEO Statement

Aivres is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Aivres 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.