Service Engineer

Support Revolution; København; On-site; DKK 520,000 - 760,000; Full time

Job summary

Supermicro is seeking a Service Engineer to provide remote support in Denmark, combining dedicated field service with helpdesk duties. The role covers both on-site and remote troubleshooting for enterprise Supermicro equipment, with emphasis on customer satisfaction and timely problem resolution.

Travel to customer sites will be required, along with collaboration with TAC, Service Manager, and Product Manager to refine service programs.

Qualifications

• Experience in a similar service role.
• Business-level English.
• Valid driving license.
• Able to lift/install servers and hardware on-site.

Responsibilities

• Troubleshoot on-site and remote issues in enterprise environments.
• Ensure escalation is managed quickly and professionally.
• Provide 2nd line support to resellers/distributors.
• Contribute to defining service programs with TAC/Service/PM.
• Provide fault triage information and training materials.
• Run tests/simulations to aid problem solving.
• Travel to customer sites for training or issue resolution.
• Assist in training new service engineers.
• Act independently and manage customer relationships.
• Handle tickets in the SMC Service Portal.
• Assist with server, GPU, networking, and cable management deployments.

Skills

English (business level)

Driving license

Physical lift ability

Job description

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Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are amongst the fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer many new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us to drive accelerated growth and technology-led innovation in the global marketplace.

Job Summary:

Supermicro is looking for a Service Engineer to provide remote support in Denmark, with a combination of dedicated support and helpdesk support.

Essential Duties and Responsibilities:

• On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
• Ensure escalation situations are managed and corrected quickly and professionally
• Provide 2nd line support to the reseller/distributors in all aspects of customer support
• 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 by resolving problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems
• 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
• Manage the day to day tickets assigned on the SMC Service Portal
• Experience with generating and presenting quality reports is a plus
• Deployment and maintenance with a focus on Servers and GPU Systems, Networking, Cable management, FW/Bios Configuration

Qualifications:

• Able to work at customer location.
• Experience required in similar role.
• English skill needs to be business level or above.
• Driving license.
• Able to work physically (installing servers and replacing parts may require you to physically lift items).

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.