Field Service Engineer supporting moderately complex technical operations at military sites, providing troubleshooting and customer support. Requires travel and active DOD security clearance.
About the role
- Service Engineer responsible for on-site and remote troubleshooting of Supermicro server systems. Leading customer satisfaction through service excellence and collaboration with technical teams.
Responsibilities
- On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
- Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times
- Ensure escalation situations are managed and corrected quickly and professionally
- Provide 2nd line support to the reseller/distributors in all aspects of customer support
- Have a very high level of enterprise solution product knowledge
- Work with Technical Account Manager, Service Manager, and Product Manager to define service programs
- Provide and contribute information such as fault triage and training materials
- Run tests and simulations at our facility to assist with problem-solving
- Travel to the field to train and or resolve customer issues
- Train new service engineers
- Able to work under the Technical Account Manager's direction and take ownership of customer base
- Demonstrate the ability to be self-sufficient in the field
- Able to defuse challenging situations
- Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, and effectiveness while meeting daily service expectations
- Determines requirements and/or root cause of technical issues by working with customers
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Ability to produce meaningful reports and metrics is a plus
- Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
- Travel is required (up to 25%)
Requirements
- Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience preferred
- Minimum of 5 years experience in field support servicing complex X86 systems and parts preferred
- Will consider an associate degree in electrical technology, electronics, or equivalent military experience
- Work experience in large enterprises or certification in Windows and Linux environments is a plus
- Emphasize break/fix experience and on-site customer service experience
- Hands-on experience with servers (Supermicro, EMC, DELL, HP)
- Solid hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
- Strong technical communication skills to lead investigations with engineers of multiple disciplines
- Strong written and verbal communication skills, project management skills, and solid time management skills
- Be able to participate in multiple cross-functional projects concurrently in a rapidly changing environment, within established timelines and have a demonstrated ability to learn and embrace new and changing technologies
- Ability to work in a challenging, dynamic, and fast-paced environment with the ability to identify and escalate issues promptly, and be proactive in driving solutions
- Full professional proficiency in English (read/write/speak)
- Familiarity with Linux is a plus.
Benefits
- Comprehensive benefits package
- Participation in bonus and equity award programs
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