Technical Account Manager - Alpharetta - EVERNEX USA INC

Description

Benefits:

401(k)

401(k) matching

Dental insurance

Health insurance

Vision insurance

Evernex is specialized in the maintenance of IT infrastructure around the world, using a comprehensive range of services from maintenance, to Spare as a Service – SPaaSTM, but also additional services such as recycling, secure data disposal, data center removal and relocation, library repair, IT hardware rental and financial solutions.

Evernex offers services 24 hours a day and 7 days a week, to all customer sites worldwide to ensure business continuity and operational user quality, while remaining committed to protecting the environment and sustainable development. Evernex provides three-quarters of its business services internationally and covers over 160 countries across the globe. More information is available at

ROLE SUMMARY

The Technical Account Manager (TAM) serves as the senior technical authority and architect of repair standards for complex, white-label server platforms. This role is highly hands-on but focuses heavily on codifying technical expertise into formal documentation—including repair runbooks, SOPs, and diagnostic workflows—to ensure operational excellence across global deployments.

Beyond troubleshooting, the TAM is responsible for designing and delivering the training materials necessary to empower field engineers worldwide, ensuring they have the tools and knowledge to execute repairs with precision and efficiency. This position is ideal for a technical leader who thrives on translating complex hardware R&D into repeatable, scalable processes for a global workforce.

Success in This Role Looks Like

· Standardization Excellence: A comprehensive library of validated repair runbooks and diagnostic decision trees that are utilized by field teams globally.

· Global Technical Enablement: Successful delivery of a scalable training program that measurably improves the autonomy and efficiency of field engineers across all regions.

· Reduced "Knowledge Silos": Transformation of complex hardware insights into clear, documented best practices that reduce the need for repeat escalations.

· Continual Process Improvement: Effective translation of field failure data into updated documentation and process improvements that prevent future downtime.

ACCOUNTABILITIES

Technical Ownership & Platform Expertise

· Serve as the primary technical authority for white‐label server platforms, including Hyve, Giga, and customized Lenovo‐based architectures.

· Conduct deep research and development into hardware design, component interactions, failure modes, diagnostic methodologies, and repair strategies.

· Maintain expert‐level understanding of server subsystems including system boards, power, thermals, storage, and interconnects across multiple hardware generations.

Maintenance Strategy & Best Practices

· Develop, document, and continuously improve standardized maintenance and repair best practices for complex server environments.

· Author and maintain:

o Repair runbooks and standard operating procedures (SOPs)

o Diagnostic decision trees and workflows

o Quality validation and post‐repair verification criteria

· Ensure consistency and reliability of execution across ODM‐based and enterprise‐derived platforms.

Training & Enablement

· Design and deliver a scalable hardware training program for field engineers and regional technical teams.

· Enable consistent repair execution across:

o Multiple geographies

o Different server generations

o Customer‐specific hardware configurations

· Translate highly technical concepts into clear, actionable training materials and hands‐on enablement sessions.

Escalation & Advanced Troubleshooting

· Act as the final escalation point for complex or non‐standard hardware failures.

· Provide hands‐on guidance and resolution support for:

o Multi‐component failures

o System board and high‐value component replacements

o Intermittent or atypical fault scenarios

· Partner with engineering and vendors when necessary to drive root‐cause analysis and corrective actions.

Cross‐Functional & Customer Partnership

· Serve as the technical bridge between operations, engineering, and the customer.

· Translate field data, repair trends, and failure analysis into:

o Improved tooling and diagnostics

o Process enhancements

o Long‐term maintenance and reliability strategy

· Represent the customer's technical needs while maintaining alignment with operational and engineering constraints.

QUALIFICATIONS

· Bachelor's degree in a technical field or equivalent practical experience

· Proven ability to author high-quality technical documentation including repair runbooks, Standard Operating Procedures, and diagnostic decision trees.

· Experience designing and delivering technical training programs or instructional materials for distributed or global engineering teams.

· 3-5+ years of hands‐on experience with enterprise server hardware. Experience troubleshooting and repairing servers in data center environments is strongly preferred.

· 3+ years in a technical leadership, escalation, or customer‐facing engineering role

· Demonstrated experience working with ODM and OEM server platforms (e.g., Hyve, Giga, Lenovo‐based systems)

· Experience supporting global or distributed field operations preferred

EXPERIENCE, KNOWLEDGE, SKILLS

· Hardware & Systems Mastery – Deep expertise in server architecture – including System boards, CPUs, memory, storage, NICs, power, and thermal subsystems – with the ability to distinguish the unique design profiles of white-label/ODM platforms (Giga, Hyve) versus branded enterprise systems

· Technical Documentation & Process Design - Advanced skill in codifying complex hardware repair steps into structured, repeatable assets, including repair runbooks, Standard Operating Procedures (SOPs), and diagnostic decision trees.

· Instructional Design & Training Delivery - Proven ability to translate highly technical R&D and engineering concepts into clear, actionable training materials and hands-on sessions that empower distributed field teams

· Advanced Diagnostics & Root cause analysis - Expert-level diagnostic methodology, specifically in mapping symptoms to root causes for multi-component failures and intermittent or atypical hardware faults.

· Operations & Process - Understanding of field service operations and repair workflows; Familiarity with: RMA and parts logistics; Escalation handling models; Data‐driven reliability and failure analysis