Service Engineer

Overview

Join to apply for the Service Engineer role at Supermicro

Job Summary : Supermicro is seeking a Service Engineer that 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 engineering organization. As a Service Engineer, you will work remotely on our Global Services Team in Tucson, AZ providing technical support for the Tucson geographic location. You will be required to be at customer sites on a regular basis as needed.

Location note : Tucson, AZ

Salary information is provided in the Salary section below.

Responsibilities

• 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 relation to efficiency and effectiveness while meeting daily service expectations
• Determine requirements and / or root cause of technical issues by working with customers
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Produce meaningful reports and metrics (a plus)
• Work flexible hours and / or shifts including weekends and holidays if needed
• Travel up to 25%

Qualifications

Salary

$70,000 - $100,000

The salary offered will depend on location, level, education, training, specific skills, years of experience, and comparison to other employees 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.

Job Details

Referrals increase your chances of interviewing at Supermicro.

J-18808-Ljbffr