Field Service Engineer

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Ensure a prompt, professional, and effective response to customer service inquiries to uphold a high level of customer satisfaction.

• Conduct thorough problem analysis and identification remotely prior to arriving at the customer site; ascertain necessary parts and documentation to minimize downtime and avoid multiple trips.

• Deliver services in a cost-efficient manner, demonstrating a professional demeanor and courtesy while on-site.

• Maintain effective communication with the customer and our support center throughout the repair process and any anticipated delays.

• Analyze software and hardware error logs, employing diagnostic and troubleshooting techniques along with operating system analysis to guarantee timely and effective repairs.

• Diagnose, troubleshoot, and repair data center hardware (including mid- to high-end servers and storage devices) as well as address storage area network and systems configuration and compatibility issues.

• Utilize various tools for remote system connections to carry out remote diagnoses, repairs, or configuration modifications.

• Adhere to customer-specific repair protocols; evaluate current and future customer requirements based on system usage.

• Ascertain required parts and quantities based on service area contracts.

• Timely return defective or excess parts.

• Maintain an accurate inventory count (daily and as necessary) and conduct biannual physical inventory counts.

• Complete and return audit forms, email responses, timesheets, and expense reports accurately and punctually.

• Attend and actively participate in regularly scheduled team meetings.

• Accurately record all activities using the Field Point time reporting tool.

⛳️ Requirements

• Experience working with OEM data center hardware with the capability to understand new products and concepts.

• Proven successful field experience.

• Strong troubleshooting skills; CompTia A+ and Server + certifications are preferred.

• Availability for after-hours on-call rotation to meet customer needs.

• Ability to lift up to 50 pounds, and stand and walk for extended periods, as well as pull, lift, squat, reach, bend, and stoop to access equipment, parts, and supplies.

• This position is physically active and requires walking, standing, squatting, bending, and driving for more than 50% of the workday.

• Potential requirement to work at heights, including the use of ladders.

• Must pass customer background checks in addition to Park Place Technologies pre-employment screening.

🏝️ Benefits

• Must hold a valid driver’s license.

• Certifications and other OEM computer hardware credentials from major vendors such as Dell, IBM, HP, etc. are advantageous.

• Health insurance.