Sr. Service Engineer

Job Req ID: 7476

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 looking for talented Senior Service Engineer to support Supermicro Global Service network in Germany 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.

Essential Duties and Responsibilities:

Our ideal candidate:

• Provides support and services over the phone and / or on premise at customers site for HW, SW, and networking issues
• Troubleshoots and resolves complex technical problems on Supermicro products in Enterprise Data Center environment

• Determines requirements and/root cause of technical issues by working with customers
• Ensures escalations are managed professionally through effective communication and timely corrective action(s)

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

• Preserves service & support progress by continuously updating details in service database
• Drives customer satisfaction through service excellence

• Strives continues improvement in service and repair of customers’ systems by keeping updated on their current, new and updated systems

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

• Manages time effectively; communicates clearly, prioritizes and makes good business judgments.  Work closely with customers to enhance relationship and efficiency.
• Works closely with Service Engineer, Technical Account Manager, Service Manager, and Product Manager in defining FRU, CRU, and all service and support tools

Qualifications:

• 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 skills 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 and German. Additional languages are a plus.