Field Service Engineer

About the Role

Join a team that meets the 24/7 data center maintenance needs of local customers with a focus on delivering exceptional service. As a Field Service Engineer (FSE), you will provide onsite system diagnostic and analysis support to customers within a geographical territory or assigned account, adhering to the Service Level Agreement (SLA). This includes responding to system failures through computer hardware service, testing, diagnostic analysis, and systems analysis of hardware, storage area networks, and system configurations.

You will drive to different customer sites within a 120-mile radius for service calls using your own vehicle, with travel expenses reimbursed. The role requires participation in an after-hours, on-call rotation to address customer issues and service all equipment, regardless of prior product training.

Responsibilities

• Customer Support
  • Ensure timely, professional, and effective response to customer service needs to maintain high satisfaction.
  • Perform remote problem analysis before arriving onsite to determine needed parts and documentation, minimizing downtime and multiple trips.
  • Provide cost-effective service with a professional attitude and courtesy while onsite.
  • Maintain effective communication with the customer and support center during repairs and any delays.
  • Analyze software and hardware error logs using diagnostic and troubleshooting techniques and operating system analysis for timely repairs.
  • Diagnose, troubleshoot, and repair data center hardware (mid- to high-end servers and storage devices), storage area networks, and systems configuration/compatibility issues.
  • Utilize remote system connection tools for diagnosis, repair, or configuration changes.
  • Follow customer-specific repair procedures and assess current/future needs based on system usage.
• Inventory/Parts Management
  • Determine needed parts and quantities based on service contracts.
  • Return bad or excess parts promptly.
  • Manage accurate inventory counts (daily and as required) and perform bi-yearly physical inventory.
• Administrative
  • Complete and return audit forms, email replies, timesheets, and expense reports accurately and on time.
  • Attend and participate in regularly scheduled team meetings.
  • Account for all activities correctly using the Field Point time reporting utility.

Requirements

• Experience working with OEM data center hardware and ability to grasp new products/concepts.
• Successful prior field experience and strong troubleshooting skills; CompTIA A+ and Server+ preferred.
• Availability for after-hours, on-call rotation to support customer needs.
• Valid driver’s license and appropriate driving record based on travel requirements.
• Ability to lift up to 50 pounds, stand/walk for extended periods, and perform physical tasks such as pulling, lifting, squatting, reaching, bending, and stooping. This role requires physical activity for over 50% of the workday.
• Potential requirement to work at heights, including the use of ladders.
• Must pass customer background screenings and Park Place Technologies pre-employment screening.
• High school diploma required.

Preferred Qualifications

• OEM computer hardware certifications from major vendors (e.g., Dell, IBM, HP).
• Bachelor’s degree in a related field (e.g., Computer Science, Engineering) or equivalent experience.

Travel

Must be able to travel to client sites up to 75% of the time within a predetermined territory radius (up to 4+ hours one way by car).

Schedule

Monday–Friday, 8:00 AM–5:00 PM, with mandatory participation in after-hours, on-call rotation.