Sr. Service Engineer

Job Req ID: 25497

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:

Support our Global Service network and help build a world class field engineering organization. Supermicro is seeking a talented and experienced Sr. 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 and escalation of technical issues, 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:

• Primarily work in a call-center type of work environment

• Provide technical support over phone and/or web to customers on hardware and software issues

• 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 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)

• Be able to work under Technical Account Manager direction and take ownership of customer base

• Be completely self-sufficient in the field

• 24 x7 Shift Coverage

• Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, effectiveness while meeting daily service expectations

Qualifications:

• Bachelor's degree in Engineering or other technical field preferred

• 7 years’ experience field engineering servicing complex X86 systems and parts preferred

• Will consider Associates Degree in electrical technology, electronics or equivalent military experience

• Work experience in large enterprise or certification in Windows and Linux environment is a plus

• Some travel is required

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.