Sr. Service Technician

Supermicro; Atlanta (GA); On-site; USD 48,000 - 54,000; Full time

Job summary

Supermicro is seeking a Sr Service Technician to perform fieldwork at customer sites and resolve server system issues. This full-time role supports our Global Service Team and requires strong technical aptitude with server products and excellent communication skills.

The position involves on-site and remote troubleshooting, preventive maintenance, and collaborating with Account Managers to improve service programs. Travel up to 50% may be needed, including weekends.

Qualifications

• Minimum 5 years of hardware debug, troubleshooting, or repair experience.
• Hands-on with servers (Supermicro, EMC, DELL, HP) is a plus.
• Must be able to travel up to 15 days per year.
• Must have authorization to work in the US without sponsorship.

Responsibilities

• On-site and remote troubleshooting of Supermicro equipment in enterprise environments.
• Drive customer satisfaction by leading preventive maintenance and managing repair/parts cycles.
• Provide 2nd line support to resellers and distributors in all aspects of customer support.
• Travel to field locations to train and resolve customer issues; contribute to service program development.

Skills

Field service

Server hardware

Customer communication

Troubleshooting

Education

Bachelor's degree in engineering

Tools

Linux

Networking

Job description

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Location: Atlanta, Georgia, United States

About Supermicro:

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 the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary:

This is a full-time position within the Supermicro Global Service Team. Supermicro is seeking a Sr Service technician that will be responsible for fieldwork at customer sites to resolve and repair server systems. The Sr Service technician 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 engineering organization.

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 Technical Account Manager direction and take ownership of customer base
• Demonstrate ability to be self-sufficient in the field
• 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
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• The 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 50%)

Qualifications:

• High school or Associate's degree preferred; Bachelor's degree in engineering is a huge plus
• Minimum of 5 years of experience of debug, troubleshooting, or repair in hardware industry, preferably computer and/or server products
• Hands on experience with servers (Supermicro, EMC, DELL, HP) is a plus
• Experience in talking with customers and conflict resolution
• Touch-type 40+ WPM.
• Relevant experience, including military experience or CLEP may be counted towards degree
• Background in Linux or networking is a plus
• Can travel 15 days per year
• Must have authorization to work in the US without sponsorship

Physical Requirements:
Work is often performed in data center environment, and physical dexterity is necessary to perform job functions
Ability to lift 50lbs.
Able to utilize a "buddy system" for moving objects more than 50 lbs. (For applicable positions: Must be able to operate pallet jack and forklift efficiently and safely.)
Comfortable working in an environment requiring exposure to noise
Available to work weekends, as the schedule varies depending on site operational needs; flexibility is required

Salary Range

$35.00/hr - $39.00/hr

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

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.