Field Service Engineer

Details Your role as The Field Service Engineer is responsible for providing Service Express customers with onsite data center maintenance within a specified geographic region. The Field Service Engineer is required to travel to customer sites and meet with customers whenever a service call is placed. The FSE works with specific assigned accounts and is responsible for managing the hardware needs of those specific customers. What does a Field Service Engineer: Customer Service Independently deliver exceptional service to customers daily by managing the hardware maintenance needs of assigned data center hardware equipment accounts, primarily mid to high-end servers and other storage devices. Regularly travel to and visit customers or accounts onsite to repair, troubleshoot and resolve technical errors and maintenance needs. Demonstrate professional care for customers’ business needs by responding to inquiries and issues promptly; practice efficiency during onsite field service calls; ensure 100% customer loyalty by delivering dependable solutions. Exhibit business confidence in communications with customers to ensure issues will be resolved quickly and without business interruption. Monitor and limit customer concerns regularly and communicate as needed to ensure dependability. Demonstrate proactive service methodology and manage customers’ inventory for Account Potential opportunities. Assist, as needed, on Data Center Relocations and inventory audits for assigned customers to ensure accountable relocation of equipment proactively and reactively. Maintain a heightened awareness onsite to actively foresee future technical issues; become a value add by escalating valid concerns to  service management and customers’ attention to resolve future technical errors. Regularly act as the company ambassador; build professional rapport with customers as the regular face to face contact to maintain a strong business association; provide remote troubleshooting capabilities as needed. Promote and maintain a high standard of customer service through exceptional judgement, maturity, professional appearance and behavioral standards of the company. Technical Knowledge Capable of interpreting maintenance manuals to effectively troubleshoot technological issues that arise and partner with engineering team to resolve complex matters. Determine or follow appropriate escalation contacts as needed. Effectively investigate technical errors while concurrently researching and considering resolutions; multitask as appropriate. Exercise excellent judgement when faced with numerous sensitive technological issues to prioritize efficiently and resolve effectively. Responsibly implement resolutions for equipment failures while under extreme pressure. Proactively maintain an extensive knowledge of technology by participating in training seminars and classes, both technical and customer service related, to stay abreast of technology and informational updates. Provide professional and technical expertise and availability on sales calls as needed. Share individual experiences and resolutions to maximize a wealth of knowledge across the company; partner with leadership and SEI U when appropriate to develop training action plans to avoid reoccurring issues in the field.  Regularly utilize the Knowledge Base and Service Catalog to find solutions to service calls and be prepared. Account Management Prepare accurate and thorough audits upon request to ensure readiness for customer support resolutions. Practice active preparedness in response to service calls; carefully analyze the service call prior to visiting onsite and prepare several resolutions when possible to ensure dependable solution. Provide dependable on-call availability for 24×7 customer needs (including holiday and weekends) as part of a scheduled rotation throughout the local service team. Document in a timely fashion all actions and resolutions on service tickets to maintain cross functional communication between service and ancillary departments. Manage tickets and close as often as possible to ensure timely documentation of customer status. Engage other departments when appropriate by customer needs (i.e. Purchasing, Field Technical Operations, Sales). Utilize company provided resources efficiently and effectively to manage accounts appropriately. Consistently meet expectations and objectives set forth by the Service Express Performance Management system; scorecards, ROI’s and 5/15’s. Maintain proper documentation of all travel and business expenses related to servicing accounts out in the field. What we are hoping you can bring to the Service Express Team… Strong troubleshooting skills with at least a basic knowledge of computer hardware Availability for on-call rotation to support customer needs Software: Familiarity with Windows, Unix, and Linux is preferred Hardware: Experience with the following Server types is preferred: HP9000/3000, IBM RS6000/AS400, DEC VAX/Alpha, SUN Sunfire/Enterprise, Compaq ProLiant, HP Netserver, IBM Enterprise Power Systems, EMC, NETAPP Prior field service experience is a plus but not required A+ and/or Server Plus certifications preferred but not required Demonstrated ability to deal with issues conceptually and pragmatically Travel: Valid driver’s license, registration and insurance are required. Daily travel within territory is required. Occasional travel outside of territory may be required, but will be minimal, depending on business need. Ability to lift up to 50 lbs and perform physical tasks such as bending, kneeling, and reaching What we offer you: Workplace flexibility that empowers you Comprehensive training program – we hire the will and train the skill Access to best-in-class support teams Opportunities for personal growth & career advancement Paid volunteer hours & your birthday off Multiple health insurance offerings starting on day one 50% health club membership reimbursement 401k match to help you plan for the future $25-$40 hour based on experience