Field Service Engineer

Supermicro; Kepulauan Riau; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Supermicro is seeking a talented service engineer to support its global service network and to help build a world-class field engineering organization. The role requires on-site work at enterprise data centers, travel to customer sites, and flexibility for nights and weekends as required to respond to service requests.

Essential duties include hardware troubleshooting, break/fix repairs, component replacements, and using SOPs to ensure work aligns with validated scopes.

Qualifications

• 3+ years of field service experience on enterprise IT hardware.
• Experience replacing motherboard, CPUs, RAM, GPUs, storage controllers.
• Willingness to travel frequently and work non-standard hours.
• Ability to follow SOPs and halt work if safety or scope deviates.
• Valid driver’s license and ability to travel regionally.

Responsibilities

• Travel to data centers to perform hardware troubleshooting and break/fix repairs.
• Perform power-on tests and diagnostics to ensure issues are resolved.
• Package and ship replaced parts within timelines.
• Communicate technical status clearly to customers and coordinate with the Technical Account Manager.
• Assist with installations, servicing and repairs as needed.

Skills

Field service

Server hardware

Troubleshooting

Job description

Supermicro is seeking a talented service engineer to play a key role in providing our customers with high level customer service, support our global service network and help build a world class field engineering organization. This position requires the ability to work flexible hours including nights and weekends as required to respond to customer requests, diagnose problem, travel to customer site, repair and replace defective parts or system(s). As a Service Engineer, you provide the front line technical direction, advice and support to customers in the operation and maintenance of complex Supermicro's products. You will also occasionally assist with installations, servicing and repairs of complex equipment at the same.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):

• Travel to enterprise customer data centers to perform hardware troubleshooting, break/fix repairs, and component replacements on servers and storage systems within strict SLA windows.
• Execute technical tasks strictly according to provided instructions and validated scopes. Recognize when on-site realities deviate from the plan and immediately halt execution to elevate, rather than absorbing out-of-scope work.
• Run required power-on self-tests, standalone diagnostics, and visual verifications to ensure hardware malfunctions are fully corrected before leaving the site.
• Securely package replaced/defective parts using provided return labels and ensure they are shipped back within mandatory timelines.
• Maintain professional on-site communication, focusing strictly on factual technical updates while directing any requests for scope changes or SLA negotiations back to the designated Technical Account Manager.

Qualifications:

• 3+ years of field service experience supporting enterprise IT hardware, data center infrastructure, or server architecture.
• Strong hands-on experience with server hardware replacements (Motherboards, CPUs, RAM, GPUs, Storage controllers). Familiarity with high-performance computing (HPC) or liquid cooling is a strong plus.
• Exceptional ability to follow standard operating procedures. Must possess the professional courage to say "no" and halt execution if safety conditions, site readiness, or requested scopes deviate from validated instructions.
• Clear and factual communication style. Ability to report technical states accurately without making unvalidated promises to the customer.
• Valid driver’s license and willingness to travel frequently to customer sites within the designated region, sometimes on short notice or outside standard business hours depending on SLA requirements.

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.