Technical Support Manager

Company Overview:

Centific expertly engineers platforms and curates multimodal, multilingual data to empower the ‘Magnificent Seven’ and enterprise clients with safe, scalable Artificial intelligence (AI) deployment. Our team includes over 150 PhDs and data scientists, along with more than 4,000 AI practitioners and engineers. We leverage an integrated ecosystem comprised of industry-leading partnerships, and 1.8 million vertical domain experts across 230 locales, to create high-quality pre-trained datasets, fine-tuned industry-specific Large Language Models (LLMs), and Retrieval-Augmented Generation (RAG) pipelines supported by vector databases. Our innovations can reduce Generative Artificial Intelligence (Gen AI) costs by up to 80% and bring Gen AI solutions to market 50% faster.

Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in Generative AI to unicorn innovators and enterprise customers. We aim to help these organizations unlock significant business value by leveraging Generative AI at scale, ensuring they stay at the forefront of technological advancement and maintain a competitive edge in their respective markets.

Website - https://www.centific.com/

Role: Technical Support Manager

Location: Dallas, TX - Onsite

Full-time with Centific

Responsibilities:

• Support the ASP (authorized service provider) located in USA, Mexico and Canada: training, technical documents, quality and technical monitoring, updates and announcements
• Monitor the ASP to be able to meet the daily service maintenance and repair needs of the device of carrier & open market
• Support R&D team with part/device collection from repair centers; follow up on status and shipping process
• Ensure ASP conforms to carrier specs and guidelines
• Follow up on the field issues, work on resolutions and collect logs
• Conduct periodic audits on ASP utilization of spare parts and OBA for device repair
• Identify areas of improvement in the repair process
• Investigate and work with local team to resolve quality issues
• Create reports as needed regarding status, progress, analysis, and input, regularly output VOC (Voice Of Customer) reports
• Monitor and maintain KPI’s such as bounce rate, repair acceptance, TAT and yield
• Participate in NPI activities including training and set up
• Establish and maintain an effective process between all parties which gives a prompt reaction and quick resolution on all technical inquiries
• Effectively communicate with counterparts in USA, China and also external carrier contacts

Additional Job Description

• Bachelor’s degree or above
• At least 3 years in consumer electronic industry, telecommunication preferred
• Based in Dallas, able to travel for business to Canada and Mexico
• At least 30% onsite at ASP location
• Able to work in warehouse and operations environment
• Experienced in diagnosing and repairing mechanical, electromechanical, and/or electronic equipment
• Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy to understand manner
• Ability to work in a fast-paced, self-directed, entrepreneurial environment.
• English and Chinese proficiency in business communication level is required.

Benefits offered - comprehensive healthcare, dental & vision, 401k plan, PTO, etc.

Centific is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, citizenship status, age, mental or physical disability, medical condition, sex (including pregnancy), gender identity or expression, sexual orientation, marital status, familial status, veteran status, or any other characteristic protected by applicable law. We consider qualified applicants regardless of criminal histories, consistent with legal requirements.