Field Service Engineer

The Field Service Engineer is responsible for providing onsite system diagnostic and analytical support to customers within a designated territory or assigned account, ensuring adherence to the Service Level Agreement (SLA) with our client. The primary duties include responding to customers' system failures, conducting hardware service, testing, diagnostic analysis, and systems analysis of hardware, storage area networks, and system configurations. Availability to address customer issues 24/7 and service all equipment within the service area is essential. Additionally, comprehensive knowledge of system configuration, equipment compatibility requirements, and familiarity with various OEM product lines is required. The Field Service Engineer will also participate in the After Hours Support Team if assigned.

Key Responsibilities:

• Provide onsite technical support to customers, ensuring timely and effective response to service needs to maintain high customer satisfaction.

• Perform problem analysis and identification remotely before onsite arrival, minimizing downtime and multiple trips.

• Maintain professional demeanor and communication with customers and support center during repair process.

• Analyze software and hardware error logs, utilizing diagnostic and troubleshooting techniques for timely repair.

• Manage inventory and parts, determining needed parts and quantities based on service contracts.

• Complete administrative tasks accurately and promptly, including audit forms, timesheets, and expense reports.

• Attend and actively participate in team meetings.

Requirements:

• Minimum seven (7) years of experience working with OEM data center hardware.

• Previous field experience preferred.

• Strong technical aptitude and ability to understand and adapt to new products/concepts.

• Availability to work long or unusual hours and manage being on call 24/7.

• Demonstrated experience in customer service and prioritizing customer needs.

• Ability to work independently while also collaborating effectively with others.

• CompTIA A+ and Server+ certifications required.

• Valid driver's license with an appropriate driving record.

• Ability to lift 50 pounds and perform physical tasks associated with the role.

Bonus Points:

• Additional certifications from major OEM vendors such as Dell, IBM, HP, etc.

• Bachelor's degree in related field or equivalent experience preferred.

Education:

• High School Diploma required.

Travel:

• Must be able to travel to client sites up to 75% of the time within a designated territory radius.