Service Manager

Job Req ID: 29444

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:

Supermicro is seeking a talented service engineer to play a key role in providing our customers with high level customer service, support our global service network and help build a world class field engineering organization. This position requires the ability to work flexible hours including nights and weekends as required to respond to customer requests, diagnose problem, travel to customer site, repair and replace defective parts or system(s). As a Service Engineer, you provide the front line technical direction, advice and support to customers in the operation and maintenance of complex Supermicro's products. You will also occasionally assist with installations, servicing and repairs of complex equipment at the same.

Essential Duties and Responsibilities:

• 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 efficiently and professionally
• Provide 2nd line support to resellers and distributors in all aspects of customer support
• Develop deep understanding of in-house product knowledge
• Work with Technical Account Manager, Service Manager, and Product Manager in define service kits and all service tools
• Enhance global portal service data base 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)
• Work under Technical Account Manager's direction and take ownership of customer base
• Able to work self-sufficient in the field, make good business judgments and decisions in relationship to efficiency and effectiveness while meeting daily service expectations 

Qualifications:

• Bachelor’s degree in Computer Science, Electrical Engineering, IT, Mechanical Engineering, or equivalent experience.
• Hands-on experience with server hardware, GPU systems, data center equipment, or enterprise infrastructure support.
• Strong troubleshooting skills for servers, GPU systems, motherboards, memory, storage, NICs, power, BIOS, BMC, firmware, and system logs.
• Familiarity with Linux, Windows Server, BIOS, UEFI Shell, PXE, firmware updates, and basic network configuration.
• Experience with GPU servers, AI/HPC infrastructure, rack-scale systems, liquid cooling, CDU, or data center cooling systems is a plus.
• Proven break-fix and onsite customer service experience.
• Good English communication skills and ability to work with cross-functional teams.
• Detail-oriented, safety-conscious, accountable, and able to work under pressure.
• Willing to travel, support flexible working hours, and participate in future on-call rotation.
• Ability to lift at least 50 lbs and use a buddy system for heavier equipment.
• Experience of managing/leading onsite service partners and talents is a plus.

Salary Range

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.