Essential Duties And Responsibilities
- Primarily work in a call-center type of work environment
- Provide technical support over phone and/or web to customers on hardware and software issues
- On-site troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
- Drive customer satisfaction through service excellence by conducting preventive maintenance, 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
- Have a very high level of product knowledge
- Work with Technical Account Manager, Service Manager, and Product Manager in define service kits and all service tools
- Enhance global portal service data base of information to align with our corrective action systems
- 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
- Attend and complete all required training and certification exams
- Learn to be proficient in service and repair of all systems (current, new, and updates)
- Be able to work under Technical Account Manager direction and take ownership of customer base
- Be completely self-sufficient in the field
- 24 x7 Shift Coverage
- Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, effectiveness while meeting daily service expectations
Qualifications
- Bachelor's degree in Engineering or other technical field preferred
- 7 years experience field engineering servicing complex X86 systems and parts preferred
- Will consider Associates Degree in electrical technology, electronics or equivalent military experience
- Work experience in large enterprise or certification in Windows and Linux environment is a plus
- Some travel is required
