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Service Engineer
Zones LLC.
USA
Contract
Senior Level
Onsite
USD 45-45 hourly
Discovered 1 weeks ago
Free
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- 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 Technical Account Manager direction and take ownership of customer base
- Demonstrate ability to be self-sufficient in the field
- Able to defuse challenging situations
- Manage time effectively; prioritize and make good business judgments and decisions concerning 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
- The 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 (75% or more)
- Bachelor’s degree in Computer Science, Computer Engineering, and Electrical Engineering preferred
- 5+ years of experience in servicing complex X86 systems and parts
- Will consider Associates Degree in electrical technology, electronics, or equivalent military experience
- Work experience in a large enterprise 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)
- The successful candidate needs to have solid hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
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