【RD】AI Business Engineer_Service

Job Responsibility

We are seeking an experienced Service Engineer to provide technical support and after-sales service for our AI server products. This role includes formulating warranty policies, planning spare parts inventory, managing outsourced services, and meeting customer SLA (Service Level Agreement) requirements. The ideal candidate should possess a deep understanding of AI server hardware and software, along with excellent service planning and execution skills to ensure customer satisfaction and product stability.
•    Responsibilities:
1.    After-Sales Technical Support
    Assist customers with the installation, configuration, and initial deployment of AI servers.
    Respond promptly to resolve technical issues during server usage, providing remote or on-site support.
    Document and analyze failure cases, prepare technical reports, and propose solutions.
2.    Troubleshooting and Problem Resolution
    Diagnose and repair issues related to server hardware (e.g., GPU, CPU, storage) and software.
    Support customers in performance tuning to ensure server stability and efficiency.
3.    Warranty Policies and SLA Planning
    Develop and manage standardized product warranty terms to align with company strategies and customer needs.
    Design extended warranty plans and customized technical service packages based on customer SLA requirements.
    Regularly evaluate warranty services' effectiveness and improve related processes and policies.
4.    Spare Parts Planning and Management
    Develop inventory plans for after-sales spare parts (e.g., hardware components, replacement units) to ensure service timeliness.
    Coordinate with suppliers for spare parts procurement and inventory management to maintain supply chain efficiency.
    Review spare parts usage regularly and optimize inventory strategies to reduce costs and improve service quality.
5.    Outsourced Service Planning and Management
    Evaluate and select outsourcing partners, establishing service agreements that align with SLA requirements.
    Oversee outsourced service providers’ progress and quality, ensuring services meet customer expectations.
    Implement performance evaluation mechanisms for outsourced services to improve efficiency and quality.
6.    Customer Training and Technical Guidance
    Provide technical training to customers to familiarize them with server operations and AI model environment configurations.
    Create and update technical documentation and user guides with clear operational instructions.
7.    Service Process Improvement and Planning
    Continuously optimize after-sales service processes to enhance problem-solving efficiency and customer satisfaction.
    Collect customer feedback and collaborate with internal teams to drive product and service improvements.
 

Requirements

Required:
•    Education:
    Bachelor's degree or above in Computer Science, Electronic Engineering, or a related field.
•    Experience:
    At least 5 years of experience in after-sales service or technical support, with expertise in AI server products and applications.
    Hands-on experience in SLA definition and execution, with a proven track record in outsourcing service management.
•    Skills:
    Language: Proficiency in English and Mandarin
    Proficiency in mainstream AI hardware (e.g., NVIDIA GPUs, TPUs, AMD) and deep learning frameworks (e.g., TensorFlow, PyTorch).
    Familiarity with spare parts inventory management and basic procurement and logistics knowledge.
    Advanced skills in Linux system administration, with expertise in diagnosing server issues and performance tuning.
    Excellent analytical and problem-solving skills, with the ability to handle emergencies quickly and efficiently.
    Strong collaboration skills with cross-department and international teams, with fluency in English for technical communication.
    Exceptional communication and presentation skill is a must, able to communicate effectively with customers to troublshoot, answer questions, and receive feedback.
Preferred:
•    Experience:
    Experience in supply chain management or outsourced service management is a plus.
•    Additional Knowledge:
    Certifications in server hardware or software are preferred