Service Engineer

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

📋 Description

• Diagnose and resolve intricate technical issues on Supermicro equipment within enterprise settings, both onsite and remotely.

• Enhance customer satisfaction through exceptional service delivery.

• Oversee preventive maintenance initiatives and manage repair and parts turnaround times.

• Handle and swiftly rectify escalation scenarios.

• Offer second-line support to resellers and distributors regarding customer support inquiries.

• Maintain an extensive understanding of enterprise solution products.

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

• Provide and contribute to fault-triage information and training resources.

• Conduct tests and simulations at the company facility to facilitate problem-solving.

• Travel to customer locations for user training and issue resolution.

• Mentor new Service Engineers.

• Operate under the guidance of the Technical Account Manager and take responsibility for the customer base.

• Function independently in the field and effectively manage challenging situations.

• Organize time, prioritize tasks, and make sound business decisions while fulfilling daily service obligations.

• Identify requirements and root causes of technical challenges faced by customers.

• Resolve issues by clarifying concerns, researching solutions and alternatives, implementing fixes, and escalating unresolved matters.

• Generate insightful reports and metrics.

⛳️ Requirements

• Bachelor's degree in Computer Science, Computer Engineering, or Electrical Engineering is preferred.

• An Associate's degree in electrical technology, electronics, or equivalent military experience is considered.

• Over 3 years of experience in servicing complex X86 systems and components.

• Experience in a large enterprise environment or certification in Windows and Linux systems is advantageous.

• Experience in break/fix scenarios and on-site customer service.

• Practical experience with Supermicro, EMC, DELL, or HP servers.

• Strong hardware system diagnostic capabilities.

• Knowledge of how BIOS, drivers, and application loads may lead to system malfunctions.

• Excellent technical communication abilities.

• Proficient written and verbal communication skills.

• Project management expertise.

• Strong time management skills.

• Capacity to engage in multiple cross-functional projects simultaneously within set timelines.

• Willingness to learn and adapt to new and evolving technologies.

• Capability to formulate plans and follow through on intended actions.

• Ability to thrive in a challenging, dynamic, and fast-paced environment.

• Solution-focused and proactive mindset, with the ability to identify and escalate issues promptly.

• Capacity to work efficiently in high-pressure situations.

• Full professional proficiency in English (reading, writing, and speaking).

• Commitment to punctuality and attention to detail.

• Familiarity with Linux is considered a plus.

• Willingness to travel up to 25%.

🏝️ Benefits

• Flexible hours and/or shifts, including weekends and holidays as needed.

• Opportunities for travel to customer sites and field locations.

• Commitment to equal employment opportunities and diversity.