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Service Engineer

3 months ago

Salt Lake, Utah, United States Super Micro Computer Full time
Includes the following essential duties and responsibilities (other duties may also be assigned):

  • 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 Technical Account Manager direction and take ownership of customer base
  • Demonstrate 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 relationship to efficiency, effectiveness while meeting daily service expectations
  • Determines requirements and/or root cause of technical issues by working with customers
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
  • Ability to produce meaningful report and metrices is a plus
  • Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
  • Travel is required (up to 25%)