Sr. Service Engineer

Support Revolution; 's-Hertogenbosch; On-site; EUR 70,000 - 90,000; Full time

Job summary

Supermicro is seeking a Sr. Service Engineer to manage complex service cases, perform on-site and remote troubleshooting, and collaborate with product managers to improve service processes.

You will develop SOPs and knowledge base materials, provide second-line support to resellers, travel to customer sites for training, and help ensure SLA targets are met while delivering high customer satisfaction.

Qualifications

• Experience in enterprise hardware service.
• Ability to perform on-site and remote support.
• Business English proficiency.
• Valid driving license.
• Willingness to travel for field work.

Responsibilities

• Handle complex service cases with hardware systems.
• Collaborate with product managers to define service programs.
• Produce SOPs and knowledge base documentation.
• Provide 2nd line support to resellers/distributors.
• Travel to customer sites for training and issue resolution.
• Train new service engineers.
• Manage tickets in the service portal.
• Escalate issues when required.

Skills

Troubleshooting

Customer service

SLA management

Field service

Training

Documentation

Tools

Servers & GPUs

Networking

Job description

Job Summary:

Supermicro is seeking a Sr. 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.