Sr. Service Technician

Supermicro; Memphis (TN); On-site; USD 60,000 - 80,000; Full time

Job summary

Supermicro is looking for a Sr. Service Technician to perform fieldwork at customer sites resolving server issues. This role is crucial for post-sales support and demands strong technical skills and interpersonal abilities.

The ideal candidate should have a minimum of 5 years of experience with hardware troubleshooting and possess a background in using Supermicro and other server products. Flexibility is essential as the role may require weekend availability.

Qualifications

• Minimum of 5 years of experience debugging, troubleshooting, or repairing hardware.
• Hands-on experience with servers (Supermicro, EMC, DELL, HP) is a plus.
• Can travel 15 days per year.

Responsibilities

• Provide on-premise field repair at customer facility.
• Answer inquiries by providing desired information.
• Drive customer satisfaction through service excellence.
• Attend and complete all required training and certification exams.

Skills

Debugging

Troubleshooting

Customer communication

Conflict resolution

Linux

Networking

Education

High school or Associate's degree

Bachelor's degree in engineering

Tools

Supermicro hardware

Networking equipment

Forklift

Pallet jack

Job description

Job Req ID: 29325

Job Summary

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

• Primarily work in a Datacenter environment at customer site.
• Provide on‑premise field repair at customer facility.
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed.
• Determine requirements and/or root cause of technical issues by working with customers in person.
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Hands‑on work on servers and computers/networking equipment.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfill requests by clarifying desired information; completing transactions; forwarding requests.
• Ensure escalation situations are managed and corrected quickly and professionally.
• Drive customer satisfaction through service excellence.
• Work with other engineers, account managers and developers.
• Provide and contribute information such as fault triage and training materials.
• Attend and complete all required training and certification exams.
• Learn to be proficient in service and repair of all systems (current, new, and updates).

Qualifications

• High school or Associate's degree preferred; Bachelor's degree in engineering is a huge plus.
• Minimum of 5 years of experience debugging, troubleshooting, or repairing hardware, 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 a data center environment, and physical dexterity is necessary to perform job functions.
• Ability to lift 50 lbs.
• 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

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.