What are the responsibilities and job description for the Field Service Engineer position at Service Express?
Are you someone who...
- Thrives on helping others?
- Enjoys solving challenging technical problems?
- Is passionate about working hands-on with computer hardware?
You may be interested in the Field Service Engineer (FSE) position that we have available as part of our recent merge with Park Place Technologies! 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 analytical 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 do:
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 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 performs 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
- Certification and other OEM hardware certifications from major vendors such as Dell, IBM, HP, etc are helpful
- 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 lbs, 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 work day. Potential requirement for work at height, including the use of ladders
- Must be able to pass customer background screenings
What we offer you:
- Opportunities for personal growth & career advancement
- Multiple health insurance offerings
- 401k match to help you plan for the future
- Hourly pay eligibility for annual bonus
Service Express is an equal opportunity employer. Authorization to work in the country you are applying to is a precondition of employment. Service Express does not sponsor applicants for work visas.
We process your information in accordance with our Privacy Policy. For European residents, click here to review our fair processing notice.