Service Engineer

Qualifications:

• 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;
• Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times, and delivering and driving to meet SMCs Service Level Agreement (SLA);
• Ensure escalation situations are managed and corrected quickly and professionally;
• Provide 2nd line support to the reseller/distributors in all aspects of customer support;
• 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 by resolving problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems;
• 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; 
• Determines requirements and/or root cause of technical issues by working with customers;
• Manage the day to day tickets assigned on the SMC Service Portal;
• Experience with generating and presenting quality reports is a plus;
• Deployment and maintenance with a focus on Servers and GPU Systems, Networking, Cable management, FW/Bios Configuration.