Field Service Engineer

Service Express; Minneapolis (MN); On-site; Full time

Job summary

Join Service Express as a Field Service Engineer to provide onsite data center maintenance, ensuring superb customer service through technical support on high-end servers. Your troubleshooting skills and proactive service approach will contribute to exceptional customer satisfaction and technical issue resolution.

Benefits

Comprehensive training program

403b match program

Flexible work schedule

Paid volunteer hours

Qualifications

• Strong troubleshooting skills with a basic knowledge of computer hardware.
• Experience with servers HP9000/3000, IBM RS6000/AS400, DEC VAX/Alpha.
• Must have a valid driver's license and ability to lift up to 50 lbs.

Responsibilities

• Deliver exceptional service and manage the hardware needs of customers.
• Travel onsite to repair and troubleshoot technical errors.
• Document actions and resolutions on service tickets timely.

Skills

Troubleshooting

Customer Service

Education

A+ and/or Server Plus certifications

Tools

Windows

Unix

Linux

Job description

4 days ago Be among the first 25 applicants

Your role as The Field Service Engineer is responsible for prov id ing Service Express customer s with onsite data center maintenance within a specified geographic region. The Field Service Engineer is required to travel to customer sites and meet with customers whenever a service call is placed. The FSE works with specific assigned accounts and is responsible for managing the hardware needs of those specific customer s .

What does a Field Service Engineer:

Customer Service

• Independently deliver exceptional service to customers daily by managing the hardware maintenance needs of assigned data center hardware equipment accounts, primarily mid to high-end servers and other storage devices.
• Regularly travel to and visit customers or accounts onsite to repair, troubleshoot and resolve technical errors and maintenance needs.
• Demonstrate professional care for customers’ business needs by responding to inquiries and issues promptly; practice efficiency during onsite field service calls; ensure 100% customer loyalty by delivering dependable solutions.
• Exhibit business confidence in communications with customers to ensure issues will be resolved quickly and without business interruption.
• Monitor and limit customer concerns regularly and communicate as needed to ensure dependability.
• Demonstrate proactive service methodology and manage customers’ inventory for Account Potential opportunities.
• Assist, as needed, on Data Center Relocations and inventory audits for assigned customers to ensure accountable relocation of equipment proactively and reactively.
• Maintain a heightened awareness onsite to actively foresee future technical issues; become a value add by escalating valid concerns to
• service management and customers’ attention to resolve future technical errors.
• Regularly act as the company ambassador; build professional rapport with customers as the regular face to face contact to maintain a strong business association; provide remote troubleshooting capabilities as needed.
• Promote and maintain a high standard of customer service through exceptional judgement, maturity, professional appearance and behavioral standards of the company.

Technical Knowledge

• Capable of interpreting maintenance manuals to effectively troubleshoot technological issues that arise and partner with engineering team to resolve complex matters. Determine or follow appropriate escalation contacts as needed.
• Effectively investigate technical errors while concurrently researching and considering resolutions; multitask as appropriate.
• Exercise excellent judgement when faced with numerous sensitive technological issues to prioritize efficiently and resolve effectively.
• Responsibly implement resolutions for equipment failures while under extreme pressure.
• Proactively maintain an extensive knowledge of technology by participating in training seminars and classes, both technical and customer service related, to stay abreast of technology and informational updates.
• Provide professional and technical expertise and availability on sales calls as needed.
• Share individual experiences and resolutions to maximize a wealth of knowledge across the company; partner with leadership and SEI U when appropriate to develop training action plans to avoid reoccurring issues in the field.
• Regularly utilize the Knowledge Base and Service Catalog to find solutions to service calls and be prepared.

Account Management

• Prepare accurate and thorough audits upon request to ensure readiness for customer support resolutions.
• Practice active preparedness in response to service calls; carefully analyze the service call prior to visiting onsite and prepare several resolutions when possible to ensure dependable solution.
• Provide dependable on-call availability for 24x7 customer needs (including holiday and weekends) as part of a scheduled rotation throughout the local service team.
• Document in a timely fashion all actions and resolutions on service tickets to maintain cross functional communication between service and ancillary departments.
• Manage tickets and close as often as possible to ensure timely documentation of customer status.
• Engage other departments when appropriate by customer needs (i.e. Purchasing, Field Technical Operations, Sales).
• Utilize company provided resources efficiently and effectively to manage accounts appropriately.
• Consistently meet expectations and objectives set forth by the Service Express Performance Management system; scorecards, ROI’s and 5/15’s.
• Maintain proper documentation of all travel and business expenses related to servicing accounts out in the field.

What we are hoping you can bring to the Service Express Team...

• Strong troubleshooting skills with at least a basic knowledge of computer hardware
• Availability for on-call rotation to support customer needs
• Software: Familiarity with Windows, Unix, and Linux is preferred
• Hardware: Experience with the following Server types is preferred: HP9000/3000, IBM RS6000/AS400, DEC VAX/Alpha, SUN Sunfire/Enterprise, Compaq Proliant , HP Netserver , IBM Enterprise Power Systems, EMC, NETAPP
• Prior field service experience is a plus but not required
• A+ and/or Server Plus certifications preferred but not required
• Demonstrated ability to deal with issues conceptually and pragmatically
• Travel: Valid driver’s license, registration and insurance are required . Daily travel within territory is required . Occasional travel outside of territory may be required , but will be minimal, depending on business need .
• Ability to lift up to 50 lbs and perform physical tasks such as bending, kneeling, and reaching

What we offer you:

• Workplace flexibility that empowers you
• Comprehensive training program – we hire the will and train the skill!
• Access to best-in-class support teams
• Opportunities for personal growth & career advancement
• Paid volunteer hours & your birthday off
• Multiple health insurance offerings starting on day one
• 401k match to help you plan for the future
• $25-$40 hour based on experience

Service Express is an equal opportunity employer. Authorization to work in the country you are applying to is a precondition of employment. Service Express does not sponsor applicants for work visas.

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Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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