Service Engineer (Technical Ac...

Supermicro_SMCI Super Micro Computer, Inc.

Support Supermicro Global Service network and help build a world-class service engineering organization. This position requires the ability to work flexible hours including nights and weekends as required to respond to customer requests and escalations, diagnose problems, travel to customer sites, repair and replace defective parts or systems.

Essential Duties and Responsibilities :

The Essential Duties include but not limited to following areas:

  • On-site troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
  • Drive customer satisfaction through service excellence by conducting preventive maintenance, 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 product knowledge
  • Work with other Technical Account Managers, Service Managers, and Product Managers in define service kits and all service tools
  • Enhance global portal service database of information to align with our corrective action systems
  • 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
  • Attend and complete all required training and certification exams
  • Learn to be proficient in service and repair of all systems (current, new, and updates)
  • Be able to work under other Technical Account Manager or Service Manager direction and take ownership of customer base
  • Be completely self-sufficient in the field
  • Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, effectiveness while meeting daily service expectations
    • QUALIFICATIONS:

    • 4-year degree in Engineering or other technical fields
    • More than 4 years’ experience in field engineering servicing complex X86 systems and parts
    • Will consider Associates Degree in electrical technology, electronics or equivalent military experience.
    • Work experience in large enterprise or certification in Windows, Linux or VM environment is a plus.
    • Full professional proficiency in English (read/write/speak).
    • Travel is required
      About the Company:

      Supermicro® (NASDAQ: SMCI) 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.

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