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About the Role

The Field Service Engineer (FSE) provides onsite system diagnostic and analytical support to customers, responding to system failures through hardware service, testing, and analysis. The role requires broad knowledge of system configurations and equipment compatibility across various OEM product lines, with the ability to review machine logs and participate in after-hours support.

Responsibilities

Provides onsite technical customer support, ensuring timely and effective response.
Must be able to work shifts at any time of day.
Performs effective problem analysis remotely before site arrival, determining needed parts and documentation.
Performs service in a cost-effective manner.
Maintains professional attitude and courtesy on site.
Communicates effectively with customers and the support center during repairs and delays.
Analyzes software and hardware error logs, utilizing diagnostic and troubleshooting techniques.
Analyzes, diagnoses, troubleshoots, and repairs hardware, storage area network, and systems configuration problems.
Utilizes multiple tools for remote system connection to perform remote diagnosis, repair, or configuration changes.
Follows customer-specific repair procedures.
Assesses current and future customer needs based on system usage.
Determines needed parts and quantities based on contracts.
Returns defective or excess parts promptly.
Manages accurate inventory counts and performs physical inventory counts.
Completes and returns audit forms, email replies, timesheets, and expense reports accurately and on time.
Attends and participates in team meetings.
Accounts for all activities using the Field Point time reporting utility.
Performs other duties as assigned.

Requirements

Minimum five (5) years of specific experience working with OEM data center hardware.
Successful prior field experience.
Solid technical aptitude.
Understanding of different OEM equipment with the ability to grasp new products/concepts.
Ability to work long and/or unusual hours while maintaining effectiveness (manage being on call 24/7).
Demonstrated experience providing customer service and ability to prioritize customer needs.
Proven ability to work independently while exhibiting leadership and collaboration.
CompTIA A+ and Server+ required.
Must possess a valid driver’s license and an appropriate driving record.
Must be able to assume an on-call status position and respond based on service level agreements.
Must be able to maintain assigned regular working hours for site-specific assignments.
Must be able to lift 50 pounds, stand and walk for extended periods, and perform physical tasks.
Requires walking, standing, squatting, bending, and driving for over 50% of the workday.
Potential requirement for work at height, including the use of ladders.
Must be able to pass customer background screenings and pre-employment screenings.

Skills

System diagnostic and analytical support
Hardware service
Testing
Diagnostic analysis
Systems analysis
Hardware troubleshooting
Storage area network troubleshooting
System configuration analysis
Equipment compatibility assessment
Machine log review
Remote system connection tools
Inventory management
Parts management
Time reporting

Location

Within a predetermined territory radius

Work Type

Onsite
24/7 availability
On-call status

Experience Level

Minimum seven (5) years specific experience working with OEM data center hardware
Successful Prior Field experience

Education Level

High School Degree required
Bachelor's degree in related field (i.e. Computer Science, Engineering) or equivalent experience preferred