Service Engineer

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

📋 Description

• Deliver remote assistance in France for the client Mistral, combining dedicated support with helpdesk services.

⛳️ Requirements

• Conduct on-site and remote troubleshooting to resolve intricate technical issues on Supermicro equipment within an enterprise setting.

• Enhance customer satisfaction through exceptional service by leading preventive maintenance efforts and managing repair/parts timelines.

• Ensure prompt and professional management of escalation scenarios.

• Offer 2nd line support to resellers/distributors across all facets of customer assistance.

• Collaborate with the Technical Account Manager, Service Manager, and Product Manager to establish service programs.

• Provide and share information such as fault triage and training resources.

• Execute tests and simulations at our facility to aid in problem resolution.

• Travel to the field for training purposes and to address customer concerns.

• Instruct new service engineers.

• Capable of working under the direction of the Technical Account Manager and taking responsibility for the customer base.

• Exhibit self-sufficiency in the field by resolving issues through clarification, research, and exploration of solutions, implementing fixes, and escalating unresolved matters.

• Proficient in diffusing challenging situations.

• Effectively manage time, prioritize tasks, and make sound business judgments and decisions regarding efficiency and effectiveness while achieving daily service targets.

• Identify requirements and/or root causes of technical problems in collaboration with customers.

• Oversee daily tickets assigned on the SMC Service Portal.

• Experience in generating and presenting high-quality reports is advantageous.

• Focus on deployment and maintenance related to Servers and GPU Systems, Networking, Cable management, and FW/Bios Configuration.

🏝️ Benefits

• EEO Statement: Supermicro is an Equal Opportunity Employer and values diversity within our workforce. Supermicro's policy is to provide equal opportunities to all qualified applicants and employees, irrespective of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.