Sr. Service Technician

About the role

Supermicro is seeking a Senior Service Technician to work in a Datacenter environment at customer sites. This position involves resolving and repairing server systems and supporting the Global Service network.

Essential Duties and Responsibilities

• Primarily work in a Datacenter environment at customer site.
• Provide on-premise field repair at customer facility.
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed.
• Determines requirements and/or root cause of technical issues by working with customers in person.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Hands-on work on servers and computers/networking equipment.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills 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 of debug, troubleshooting, or repair in hardware industry, preferably 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.
• Can travel 15 days per year.
• Must have authorization to work in the US without sponsorship.

Physical Requirements

• Work is often performed in data center environment, and physical dexterity is necessary to perform job functions.
• Able 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.

Salary Range

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. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to 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.