Job Summary
We are seeking a highly motivated Senior Service Technical Account Manager to join our post-sales service team. In this critical client-facing role, you will serve as the primary escalation point and trusted technical advisor for assigned global service customers, with a primary focus on supporting one very large strategic account in the EMEA region.
You will collaborate closely with engineering, sales, RMA, production, and other internal/external teams to deliver exceptional post-sales support for our server products. Success in this position requires strong technical expertise in x86-based server hardware, proven problem-solving skills, and outstanding interpersonal abilities to build long-term customer relationships and drive issue resolution.
This is an excellent opportunity for a talented professional to relocate to the Netherlands and take ownership of high-impact accounts in a dynamic, international environment.
Key Responsibilities
- Act as the main point of contact for post-sales service escalations, serving as the trusted advisor to key customers.
- Collaborate cross-functionally with engineering, sales, RMA, production, and other teams to resolve complex customer issues and ensure seamless support.
- Introduce and promote our service programs to customers; conduct regular (or on-demand) operational reviews, health checks, and follow-ups.
- Troubleshoot and resolve escalated issues from help desk and field engineers; drive escalations to appropriate engineering teams and ensure timely closure.
- Compile and maintain technical documentation to support training for help desk and field engineering teams.
- Manage customer escalations professionally, directing them to the right resources and tracking progress to resolution.
- Conduct customer site visits (often with sales) to understand requirements, present tailored service solutions, and strengthen relationships.
- Plan and coordinate onsite integration, deployment, and optimization activities.
- Travel up to 25% (domestic and international), including customer visits and onsite support.
- Physically handle equipment as needed (ability to lift up to 40 lbs independently and use a buddy system for items over 50 lbs).
Qualifications & Requirements
- Bachelor's degree in Engineering, Computer Science, or a related technical field (preferred)
- 8+ years of hands-on experience in engineering, technical support, datacenter or IT services within the hardware/server industry
- Strong technical background with x86-based server products and architectures is highly preferred
- Excellent command of English (fluent spoken and written); additional European languages are a plus
- Proven troubleshooting and problem-solving skills, with the ability to thrive under pressure in urgent, high-stakes situations
- Outstanding communication and interpersonal skills to build trust with senior customer stakeholders and internal teams
- Detail-oriented, punctual, and highly organized with strong follow-through
- Familiarity with Linux operating systems and virtualization technologies (VMware, KVM, etc.) is highly desirable
If you are a technically strong, customer-focused professional ready to take on a high-visibility role supporting major EMEA clients from our Netherlands base, we encourage you to apply. This position offers the chance to work with cutting-edge server technology and make a direct impact on global customer success.
