Service Engineer
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Job Description
Service Engineer troubleshooting and repairing Supermicro server systems for enterprise customers. Providing post-sales support, field training, preventive maintenance, and second-line reseller assistance.
Responsibilities:
- Troubleshoot and resolve complex technical problems on Supermicro equipment in enterprise environments, both on-site and remotely
- Drive customer satisfaction through service excellence
- Lead preventive maintenance actions and manage repair and parts cycle times
- Manage and quickly correct escalation situations
- Provide second-line support to resellers and distributors across customer support matters
- Maintain a high level of enterprise solution product knowledge
- Collaborate with Technical Account, Service, and Product Managers to define service programs
- Provide and contribute fault-triage information and training materials
- Run tests and simulations at the company facility to assist problem-solving
- Travel to customer sites to train users and resolve customer issues
- Train new Service Engineers
- Work under Technical Account Manager direction and take ownership of the customer base
- Work self-sufficiently in the field and defuse challenging situations
- Manage time, prioritize work, and make effective business judgments while meeting daily service expectations
- Determine requirements and root causes of technical issues with customers
- Resolve problems by clarifying issues, researching answers and alternatives, implementing solutions, and escalating unresolved problems
- Produce meaningful reports and metrics
Requirements:
- Bachelor's degree in Computer Science, Computer Engineering, or Electrical Engineering preferred
- Associate's degree in electrical technology, electronics, or equivalent military experience considered
- 3+ years of experience servicing complex X86 systems and parts
- Work experience in a large enterprise or certification in Windows and Linux environments is a plus
- Break/fix experience and on-site customer service experience
- Hands-on experience with Supermicro, EMC, DELL, or HP servers
- Solid hardware system diagnostics skills
- Understanding of how BIOS, drivers, and application loads can cause system issues
- Strong technical communication skills
- Strong written and verbal communication skills
- Project management skills
- Solid time management skills
- Ability to participate in multiple cross-functional projects concurrently within established timelines
- Ability to learn and embrace new and changing technologies
- Ability to create plans and follow up on planned actions
- Ability to work in a challenging, dynamic, and fast-paced environment
- Solution-oriented and proactive approach, with ability to identify and escalate issues in a timely manner
- Ability to work effectively in a high-pressure environment
- Full professional proficiency in English (read/write/speak)
- Punctuality and attention to detail
- Familiarity with Linux is a plus
- Ability to travel up to 25%
Benefits:
- Flexible hours and/or flexible shifts, including weekends and holidays if needed
- Travel opportunities to customer sites and field locations
- Equal employment opportunity and diversity commitment
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