Sr. Service Technician

About the role

Supermicro is seeking a Sr. Service Technician that will be responsible for fieldwork at customer sites to resolve and repair server systems. The Sr. Service Technician 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 our Global Service network and help build a world-class field engineering organization.

Responsibilities

• Primarily work in a datacenter environment at customer sites.
• Provide on-premise field repair at customer facilities.
• Work flexible hours and/or flexible shifts including weekends and holidays if needed.
• Determine requirements and/or root cause of technical issues by working with customers in person.
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Perform hands-on work on servers and computers/networking equipment.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfill requests by clarifying desired information; completing transactions; forwarding requests.
• Ensure escalation situations are managed and corrected quickly and professionally.
• Drive customer satisfaction through service excellence.
• Work with other engineers, account managers, and developers.
• Provide and contribute information such as fault triage and training materials.
• Attend and complete all required training and certification exams.
• Learn to be proficient in service and repair of all systems (current, new, and updates).

Qualifications

• High school or Associate's degree preferred; Bachelor's degree in engineering is a huge plus.
• Minimum of 5 years of experience in debug, troubleshooting, or repair in the hardware industry, preferably with computer and/or server products.
• Hands-on experience with servers (Supermicro, EMC, DELL, HP) is a plus.
• Experience in talking with customers and conflict resolution.
• Touch-type 40+ WPM.
• Relevant experience, including military experience or CLEP, may be counted towards degree.
• Background in Linux or networking is a plus.
• Must have authorization to work in the US without sponsorship.
• Must be able to travel 15 days per year.

Physical Requirements

• Work is often performed in a data center environment, and physical dexterity is necessary to perform job functions.
• Ability to lift 50 lbs.
• Able to utilize a "buddy system" for moving objects more than 50 lbs.
• 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.

Pay

$32.00/hr - $39.00/hr. The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role.