What are the responsibilities and job description for the Field Service Engineer position at Job Openings?
Field Service Engineer
Are you someone who thrives on helping others? Enjoys solving challenging technical problems? Is passionate about working hands-on with computer hardware? Then you may be interested in the Field Service Engineer (FSE) position that we have available.
It's an opportunity to join a team that meets the 24/7 data center maintenance needs of local customers with a focus on delivering exceptional service with each interaction. You will provide onsite system diagnostic and analysis support to customers within a geographical territory, or assigned to a specific account, supporting the customer per the terms of the Service Level Agreement (SLA) with Park Place Technologies. Specifically, it will be responding to customers' system failures by way of computer hardware service, testing, diagnostic analysis, and systems analysis of hardware, storage area networks, and system configurations.
This role requires driving to different customer sites within a 120-mile radius for assigned service calls. You will use your own vehicle and be reimbursed for travel expenses. You will work Monday-Friday, 8am-5pm and also must be willing to participate in after-hours, on-call rotation responding to customer issues and servicing all equipment regardless of product training within the designated service area.
What you'll be doing:
Customer Support
- Ensure timely, professional and effective response to customer service needs to maintain a high level of customer satisfaction
- Provide effective problem analysis and identification remotely before arrival at customer site; determine needed parts and documentation to minimize down time and multiple trips
- Perform service in a cost-effective manner, displaying professional attitude and courtesy while on site
- Maintain effective communication with customer and our customer support center during repair process and any projected delay
- Analyze software and hardware error logs, utilizing diagnostic and troubleshooting techniques and operating system analysis to ensure timely and effective repair
- Analyze, diagnose, troubleshoot and repair data center hardware (including mid- to high-end servers and storage devices) as well as storage area network and systems configuration and compatibility problems
- Utilize multiple tools for remote system connection to perform remote diagnosis, repair or configuration changes
- Follow customer specific repair procedures; assess current and future customer needs based on usage of the system
Inventory/Parts Management
- Determine needed parts and quantities based on contracts in service area
- Return bad or excess parts in a timely manner
- Manage accurate inventory count (daily and as required) and perform bi-yearly physical count inventory
Administrative
- Accurately complete and timely return audit forms, email replies, timesheets and expense reports
- Attend and participate in regularly scheduled team meetings
- Account for all activities correctly using Field Point time reporting utility
What we're looking for:
- Experience working with OEM data center hardware with ability to grasp new products/concepts
- Successful prior field experience
- Strong troubleshooting skills; CompTia A and Server preferred
- Availability for after hours, on-call rotation to support customer needs
- Must possess a valid driver’s license and an appropriate driving record based on the position travel requirements
- Ability to lift up to 50 pounds, stand and walk for extended periods of time, pull, lift, squat, reach, bend, and stoop to equipment, parts, and supplies. This is an active position that 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 in addition to Park Place Technologies pre-employment screening
Bonus Points:
- Certification and other OEM computer hardware certifications from major vendors such as Dell, IBM, HP, etc. are helpful
- Bachelor's degree in related field (i.e. Computer Science, Engineering) or equivalent experience preferred
Education:
- High School Degree required
Travel:
- Must be able to travel to client sites up to 75% of the time within a predetermined territory radius (up to 4 hours/one way by car)
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