Sr. Service Engineer, Site Lead

About the role

This is a full-time position within the Supermicro Global Service Team. Supermicro is seeking a Sr. Service Engineer responsible for fieldwork at customer sites to resolve and repair server systems. The Sr. Service Engineer is a critical part of post-sales support and needs to demonstrate exceptional technical aptitude in working with server products in addition to excellent interpersonal skills. It requires the ability to support the Global Service network and help build a world-class field engineering organization.

Responsibilities

• On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
• Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times
• Ensure escalation situations are managed and corrected quickly and professionally
• Provide 2nd line support to the reseller/distributors in all aspects of customer support
• Maintain a very high level of enterprise solution product knowledge
• Work with Technical Account Manager, Service Manager, and Product Manager to define service programs
• Provide and contribute information such as fault triage and training materials
• Run tests and simulations at our facility to assist with problem-solving
• Travel to the field to train and/or resolve customer issues
• Train new service engineers
• Able to work under Technical Account Manager direction and take ownership of customer base
• Demonstrate ability to be self-sufficient in the field
• Able to defuse challenging situations
• Manage time effectively; prioritize and make good business judgments and decisions concerning efficiency and effectiveness while meeting daily service expectations
• Determine requirements and/or root cause of technical issues by working with customers
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Ability to produce meaningful reports and metrics is a plus

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, and Electrical Engineering preferred
• 8+ years of experience in servicing complex X86 systems and parts preferred
• Will consider Associates Degree in electrical technology, electronics, or equivalent military experience
• Work experience in a large enterprise or certification in Windows and Linux environments is a plus
• Emphasize break/fix experience and on-site customer service experience
• Hands-on experience with servers (Supermicro, EMC, DELL, HP)
• Solid hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
• Strong technical communication skills to lead investigations with engineers of multiple disciplines
• Strong written and verbal communication skills, project management skills, solid time management skills
• Ability to participate in multiple cross-functional projects concurrently in a rapidly changing environment, within established timelines and have a demonstrated ability to learn and embrace new and changing technologies
• Excellent ability to create plans and follow up on planned actions
• Ability to work in a challenging, dynamic, and fast-paced environment
• Solution-oriented, a team player with the ability to identify and escalate issues in a timely manner, and be proactive in driving solutions
• Ability to work effectively in a high-pressure environment
• Full professional proficiency in English (read/write/speak)
• Must be punctual and detail-oriented
• Familiarity with Linux is a plus

Requirements

• Work is often performed in a data center environment; physical dexterity is necessary to perform job functions
• Ability to lift 50lbs
• Able to utilize a "buddy system" for moving objects more than 50 lbs. (For applicable positions: Must be able to operate pallet jack and forklift efficiently and safely.)
• Comfortable working in an environment requiring exposure to noise
• Available to work weekends, as the schedule varies depending on site operational needs; flexibility is required