Field Service Engineer

Supermicro; Tangerang; Híbrido; IDR 167.400.000 - 334.800.000; Jornada completa

Descripción de la vacante

Supermicro in Indonesia seeks a Service Engineer to provide frontline technical support and repair services for enterprise IT hardware. You will travel to customer sites, diagnose hardware issues, and perform repairs while adhering to defined procedures and SLA requirements.

The role requires frequent travel, a strong focus on accurate technical communication, and coordination with the Technical Account Manager to manage scope changes and service delivery at client sites.

Formación

• 3+ years of field service experience in IT hardware or data center environments.
• Hands-on experience with server components (motherboards, CPUs, RAM, GPUs, storage controllers).
• Willingness to travel frequently and work nights or weekends as needed.
• Ability to follow SOPs and halt work if safety issues arise.
• Clear, factual communication and customer-facing professionalism.

Responsabilidades

• Travel to enterprise data centers to perform hardware troubleshooting and repairs.
• Follow SOPs and escalate if scope deviates from plan.
• Run diagnostics and verifications to ensure issues are resolved before leaving site.
• Package and ship replaced parts within mandatory timelines.
• Maintain professional on-site communications and coordinate with the Technical Account Manager for scope changes.

Conocimientos

Field service

Server hardware

Travel readiness

Communication

Troubleshooting

Descripción del empleo

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 escalation, 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.