Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Supermicro is seeking a Service Engineer responsible for fieldwork at customer sites to resolve and repair server systems. This role is critical for post-sales support, requiring exceptional technical aptitude with server products and excellent interpersonal skills to support a global service network and 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 and managing repair/parts cycle times
• Ensure escalation situations are managed and corrected quickly and professionally
• Provide 2nd line support to resellers/distributors in all aspects of customer support
• Possess 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
• Work under the Technical Account Manager's direction and take ownership of customer base
• Demonstrate self-sufficiency in the field
• Defuse challenging situations
• Manage time effectively; prioritize and make good business judgments and decisions in relation to 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, and escalating unresolved problems
• Produce meaningful reports and metrics
• Work flexible hours and/or flexible shifts including weekends and holidays if needed

Requirements

• Minimum of 2 years experience in field support servicing complex X86 systems and parts preferred
• Work experience in large enterprises 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, and solid time management skills
• Participate in multiple cross-functional projects concurrently in a rapidly changing environment, within established timelines
• Demonstrated ability to learn and embrace new and changing technologies
• Ability to work in a challenging, dynamic, and fast-paced environment with the ability to identify and escalate issues promptly, and be proactive in driving solutions
• Full professional proficiency in English (read/write/speak)
• Familiarity with Linux is a plus

Skills

• Server systems
• Technical aptitude
• Interpersonal skills
• Troubleshooting
• Repair
• Customer support
• Hardware diagnostics
• BIOS
• Drivers
• Application loads
• Project management
• Time management
• Linux

Location

• Fieldwork at customer sites

Work Type

• On-site
• Remote
• Field service

Experience Level

• Minimum of 2 years experience

Education Level

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience
• Associate degree in electrical technology, electronics, or equivalent military experience

Salary/Compensations

• $70,000 - $100,000

Benefits

• Comprehensive benefits package
• Potential eligibility for other forms of compensation, such as participation in bonus and equity award programs

About the Company

• Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide.
• We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms.
• Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community.
• We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Equal Opportunity

• 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.