Service Engineer

Support Revolution; Greater London; On-site; GBP 45,000 - 70,000; Full time

Job summary

Supermicro is seeking a Service Engineer to handle complex, non standard service cases, collaborate closely with product managers, and produce detailed SOPs and knowledge base documentation. The role requires on-site and remote troubleshooting, travel to client sites, and driving to meet service levels.

English business level is required, with the ability to work independently, train others, and manage time effectively while delivering high-quality service documentation and support to customers

Qualifications

• Experience diagnosing and resolving complex hardware and software issues in enterprise environments.
• Ability to manage repair/parts cycles and meet SLA targets.
• Proven capacity to train others and generate knowledge resources.

Responsibilities

• Troubleshoot complex hardware and software problems on Supermicro equipment in enterprise settings.
• Lead preventive maintenance actions and manage repair/parts cycles to meet SLA.
• Escalate and resolve issues quickly; provide 2nd line support to resellers and distributors.
• Collaborate with TAM, Service Manager, and Product Manager to define service programs.
• Create and share fault triage data and training content.
• Run tests and simulations; travel to client sites to resolve issues.
• Train new service engineers; work under TAM direction.

Skills

On-site troubleshooting

Remote troubleshooting

Customer satisfaction

Preventive maintenance

SLA adherence

Escalation management

Training delivery

Field diagnostics

Problem solving

Time management

Job description

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 seeking a Service Engineer to handle complex, non standard service cases, collaborate closely with product managers, and produce detailed SOPs and knowledge base documentation.

Qualifications:

• 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;
• Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times, and delivering and driving to meet SMCs Service Level Agreement (SLA);
• 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.

What do we have to offer you?

• 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.