Service Engineer

Ultimate Staffing; Memphis (TN); Remote; USD 60,000 - 90,000; Full time

Job summary

Supermicro is seeking a Service Engineer to perform fieldwork at customer sites and remotely support the Global Services Team in Memphis, TN. The role focuses on resolving server system issues, maintaining high customer satisfaction, and contributing to a world-class field service organization.

Regular travel to customer sites is required to diagnose and repair complex problems. Ideal candidates will demonstrate exceptional technical aptitude with server products and strong interpersonal skills

Qualifications

• On-site and remote troubleshooting and resolving complex technical problems on server equipment.

Responsibilities

• Provide on-site and remote troubleshooting for enterprise servers at customer sites.
• Lead preventive maintenance actions and manage repair/parts cycle times.
• Escalate issues quickly and professionally when needed.
• Support reseller/distributors with 2nd line technical assistance.
• Travel to customer sites up to 25% to train and resolve issues.

Job description

Job Title: Service Engineer Job Summary: Supermicro is seeking a Service Engineer who will be responsible for fieldwork at customer sites to resolve and repair server systems. The Service Engineer is a critical part of post-sales support and needs to demonstrate exceptional technical aptitude in working with server products in addition to excellent interpersonal skills. It requires the ability to Support our Global Service network and help build a world-class field service organization. As a Service Engineer, you will work remotely on our Global Services Team in Memphis, TN, providing technical support for the Memphis, TN geographic location. You will be required to be at customer sites on a regular basis as needed.

Essential Duties and Responsibilities: Includes the following essential duties and responsibilities (other duties may also be assigned):

• 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
• Ensure escalation situations are managed and corrected quickly and professionally
• Provide 2nd line support to the reseller/distributors in all aspects of customer support
• Have a very high level of enterprise solution product knowledge
• 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 the Technical Account Manager's direction and take ownership of customer base
• Demonstrate the ability to be self-sufficient in the field
• Able to defuse challenging situations
• Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, and effectiveness while meeting daily service expectations
• Determines requirements and/or root cause of technical issues by working with customers
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Ability to produce meaningful reports and metrics is a plus
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
• Travel is required (up to 25%)

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.