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Field Service Technician

2 months ago

Salt Lake, Utah, United States Super Micro Computer, Inc Full time
Job Req ID: 24648

About Supermicro:

Supermicro is a leading provider of cutting-edge server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Big Data, Hyperscale, HPC, and IoT/Embedded customers globally.

As the #5 fastest growing company among the Silicon Valley Top 50 technology firms, we are expanding rapidly and are excited to offer numerous opportunities to the technology community. We are looking for skilled, enthusiastic, and dedicated engineers, technologists, and business leaders to join our team.

Job Summary:

This is a full-time remote position, collaborating with the Supermicro Global Service Team.

We are in search of a Field Service Technician who will be tasked with on-site work at customer locations to troubleshoot and repair server systems.

The Field Service Technician plays a vital role in post-sales support and must exhibit outstanding technical skills while working with server products, alongside exceptional interpersonal abilities.

This role requires supporting our Global Service network and contributing to the development of a world-class field service organization.

Essential Duties and Responsibilities:

Key responsibilities include, but are not limited to:
  • Conducting on-site and remote troubleshooting to resolve intricate technical issues related to Supermicro equipment in enterprise settings.
  • Enhancing customer satisfaction through exceptional service by leading preventive maintenance efforts and managing repair/parts cycle times.
  • Ensuring that escalation situations are handled swiftly and professionally.
  • Providing second-line support to resellers/distributors in all facets of customer assistance.
  • Maintaining a high level of knowledge regarding enterprise solution products.
  • Collaborating with Technical Account Managers, Service Managers, and Product Managers to define service programs.
  • Creating and contributing to materials such as fault triage and training documentation.
  • Performing tests and simulations at our facility to aid in problem resolution.
  • Traveling to customer sites for training and issue resolution.
  • Training new service technicians.
  • Working under the direction of Technical Account Managers and taking ownership of assigned customer accounts.
  • Demonstrating self-sufficiency in the field.
  • Effectively managing time, prioritizing tasks, and making sound business judgments to meet daily service expectations.
  • Identifying requirements and root causes of technical issues through customer collaboration.
  • Resolving problems by clarifying issues, researching solutions, implementing fixes, and escalating unresolved matters.
  • Producing meaningful reports and metrics is a plus.
  • Being available for flexible hours and shifts, including weekends and holidays as necessary.
  • Willingness to travel (up to 25%).

Qualifications:

Applicants should possess:
  • A Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent experience preferred.
  • A minimum of 3 years of experience in field support for complex X86 systems and components preferred.
  • Consideration will be given to candidates with an Associate's Degree in electrical technology, electronics, or equivalent military experience.
  • Experience in large enterprises or certification in Windows and Linux environments is advantageous.
  • Emphasis on break/fix experience and on-site customer service experience.
  • Hands-on experience with servers (Supermicro, EMC, DELL, HP).
  • Strong hardware diagnostics skills and understanding of how BIOS, drivers, and application loads can impact system performance.
  • Excellent technical communication skills to lead investigations with engineers across various disciplines.
  • Strong written and verbal communication skills, project management capabilities, and solid time management skills.
  • Ability to engage in multiple cross-functional projects concurrently in a fast-paced environment, adhering to established timelines and demonstrating a capacity to learn and adapt to new technologies.
  • Capability to thrive in a dynamic and challenging environment, identifying and escalating issues promptly while proactively driving solutions.
  • Full professional proficiency in English (reading, writing, speaking).
  • Familiarity with Linux is a plus.

Salary Range:

$70,000 - $100,000

The salary offered will depend on various factors, including location, level, education, training, specific skills, years of experience, and comparisons to other employees in this role.

In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement:

Supermicro is an Equal Opportunity Employer and values diversity within our workforce.

It is our policy 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, marital status, pregnancy, genetic information, or any other legally protected status.

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.