Sr. Service Engineer

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.
 

Supermicro is looking for talented Senior Service Engineer to support Supermicro Global Service network and help build a world class service organization across the globe. The candidate will be responsible for diagnosing, troubleshooting and debugging issues of Supermicro products, resolve customers issues and concerns in a timely manner with minimum escalation. This position requires the ability to work flexible hours, including nights and weekends as required in support Enterprise Data Center environment.

Includes the following essential duties and responsibilities (other duties may also be assigned):

• Primarily work with customers via phone or on premise at customers’ Data Center environment

• Provide support and services over the phone and / or on premise at customers site for HW, SW, and networking issues

•  Determines requirements and/root cause of technical issues by working with customers

•  Education customers on product and services by recognizing customer requirement.

• Maintains service and support progress by updating details in service database

• Providing service and support by following established procedures; reporting malfunctions

• Maintain technical competencies by taking technical courses within company training programs.

• Enhances organization reputation by accepting ownership for accepting new and challenging assignments; providing value add services by understanding customers’ requirement.

• Troubleshoot and resolve complex technical problems on Supermicro products in Enterprise Data Center environment

• Ensure escalation are manage professionally through effective communication and timely corrective action(s)

• Drive customer satisfaction through service excellence

• Work with Service Engineer, Technical Account Manager, Service Manager, and Product Manager in defining FRU, CRU, and all service and support tools

• Ensure customer calls are properly logged for continuous improvement

• 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 customers’ systems (current, new and updates)

• Be able to work under Technical Account Manager direction

• Manage time effectively; communicate clearly, prioritize and make good business judgments.  Work closely with customers to enhance relationship and efficiency.

• Bachelor's degree in EE or CE preferred, Associate's degree in engineering or equivalent military experience will be considered, with 3 to 5 years of experience in field engineering, servicing complex x86 systems and components

• Strong hardware knowledge of x86 server platforms

• Ability to provide high level customer service skill

• Strong communication skill in verbal and written

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

• Full professional proficiency in English. Bilingual in any language is a plus