Service Engineer_TC29418

1.Primarily work in a call-center type of work environment
Provide technical support over phone and/or web to customers on hardware and software issues
2.On-site troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
3.Drive customer satisfaction through service excellence by conducting preventive maintenance, managing repair/parts cycle times
4.Ensure escalation situations are managed and corrected quickly and professionally
5.Provide 2nd line support to the reseller / distributors in all aspects of customer support
6.Have a very high level of product knowledge
Work with Technical Account Manager, Service Manager, and Product Manager in define service kits and all service tools
7.Enhance global portal service data base of information to align with our corrective action systems
8.Provide and contribute information such as fault triage and training materials
9.Run tests and simulations at our facility to assist with problem solving
10.Travel to the field to train and or resolve customer issues
11.Train new service engineers
12.Attend and complete all required training and certification exams
13.Learn to be proficient in service and repair of all systems (current, new, and updates)
14.Be able to work under Technical Account Manager direction and take ownership of customer base
15.Be completely self-sufficient in the field
16.24 x7 Shift Coverage
17.Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, effectiveness while meeting daily service expectations