Sr. Service Engineer

Super Micro Computer Spain, S.L.; 's-Hertogenbosch; On-site; EUR 65,000 - 90,000; Full time

Job summary

Super Micro Computer is seeking a Sr. Service Engineer to handle complex, non-standard service cases, collaborate with product managers, and produce detailed SOPs and knowledge base documentation.

The role requires on-site and remote troubleshooting in enterprise environments, driving customer satisfaction by meeting SLA requirements. Travel to customer sites for training and issue resolution is expected, with opportunities to develop training materials and SOPs.

Qualifications

• On-site and remote troubleshooting of Supermicro equipment in enterprise environments.
• Drive customer satisfaction through service excellence and SLA adherence.
• Lead preventive maintenance actions and manage repair/parts cycle times.

Responsibilities

• Handle complex, non-standard service cases and collaborate with product managers.
• Produce SOPs and knowledge base documentation.
• Provide 2nd line support to resellers/distributors.
• Work with TAM, Service Manager, and PM to define service programs.
• Run tests and simulations to support problem-solving.
• Travel to customer sites to train or resolve issues.
• Train new service engineers.
• Manage day-to-day tickets on the SMC Service Portal.

Skills

On-site Troubleshooting

Remote Troubleshooting

Customer Satisfaction

Preventive Maintenance

Repair & Parts Cycle

Escalation Management

2nd Line Support

Service Programs Definition

Fault Triage Knowledge

Training Materials

Tests & Simulations

Field Travel

Train Junior Engineers

Problem Solving Autonomy

Time Management

Ticket Management

Quality Reports

Servers & Networking

Job description

Location: Netherlands - ’s-Hertogenbosch

Company: Super Micro Computer

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, driving customer satisfaction through service excellence by leading preventive maintenance actions and managing repair/parts cycle times.
• Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times, and delivering 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 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, and 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.
• Determine 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, GPU Systems, Networking, cable management, Firmware/Bios configuration.

What we have to offer you

• Good problem‑solving skills.
• Able to work at customer location.
• Experience required in a similar role.
• English skills at business level or above.
• Driving license.
• Able to work physically (installing servers and replacing parts may require lifting).

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.