Service Engineer

Support Revolution; Stockholms kommun; Hybrid; SEK 420,000 - 540,000; Full time

Job summary

Supermicro is seeking a Service Engineer to provide remote support for Sweden with a mix of dedicated and helpdesk support. You will handle on-site and remote troubleshooting for enterprise environments and work towards meeting Supermicro’s SLA targets.

The role requires travel to the field, training of new engineers, and collaboration with the Service Manager and TAM. Fluency in business English and the ability to lift and install equipment are essential.

Qualifications

• 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 (lifting servers/parts).

Responsibilities

• On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment.
• Lead preventive maintenance actions and manage repair/parts cycle times to meet SLA.
• Provide 2nd line support to resellers/distributors and customers.
• Coordinate with TAM, Service Manager, and Product Manager to define service programs.
• Develop fault triage information and training materials; run tests and simulations; travel to the field as needed.

Job description

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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 looking for a Service Engineer to provide remote support Sweden, with a combination of dedicated support and helpdesk support.

Essential Duties and Responsibilities:

• 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.

Qualifications:

• 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.