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Field Service Engineer

Field Service Engineer

Service ExpressOmaha, NE
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Details

Your role as The Field Service Engineer is responsible for providing Service Express customers with onsite data center maintenance within a specified geographic region. The Field Service Engineer is required to travel to customer sites and meet with customers whenever a service call is placed. The FSE works with specific assigned accounts and is responsible for managing the hardware needs of those specific customers.

What does a Field Service Engineer :

Customer Service

  • Independently deliver exceptional service to customers daily by managing the hardware maintenance needs of assigned data center hardware equipment accounts, primarily mid to high-end servers and other storage devices.
  • Regularly travel to and visit customers or accounts onsite to repair, troubleshoot and resolve technical errors and maintenance needs.
  • Demonstrate professional care for customers’ business needs by responding to inquiries and issues promptly; practice efficiency during onsite field service calls; ensure 100% customer loyalty by delivering dependable solutions.
  • Exhibit business confidence in communications with customers to ensure issues will be resolved quickly and without business interruption.
  • Monitor and limit customer concerns regularly and communicate as needed to ensure dependability.
  • Demonstrate proactive service methodology and manage customers’ inventory for Account Potential opportunities.
  • Assist, as needed, on Data Center Relocations and inventory audits for assigned customers to ensure accountable relocation of equipment proactively and reactively.
  • Maintain a heightened awareness onsite to actively foresee future technical issues; become a value add by escalating valid concerns to
  • service management and customers’ attention to resolve future technical errors.
  • Regularly act as the company ambassador; build professional rapport with customers as the regular face to face contact to maintain a strong business association; provide remote troubleshooting capabilities as needed.
  • Promote and maintain a high standard of customer service through exceptional judgement, maturity, professional appearance and behavioral standards of the company.

Technical Knowledge

  • Capable of interpreting maintenance manuals to effectively troubleshoot technological issues that arise and partner with engineering team to resolve complex matters. Determine or follow appropriate escalation contacts as needed.
  • Effectively investigate technical errors while concurrently researching and considering resolutions; multitask as appropriate.
  • Exercise excellent judgement when faced with numerous sensitive technological issues to prioritize efficiently and resolve effectively.
  • Responsibly implement resolutions for equipment failures while under extreme pressure.
  • Proactively maintain an extensive knowledge of technology by participating in training seminars and classes, both technical and customer service related, to stay abreast of technology and informational updates.
  • Provide professional and technical expertise and availability on sales calls as needed.
  • Share individual experiences and resolutions to maximize a wealth of knowledge across the company; partner with leadership and SEI U when appropriate to develop training action plans to avoid reoccurring issues in the field.
  • Regularly utilize the Knowledge Base and Service Catalog to find solutions to service calls and be prepared.

    • Account Management

  • Prepare accurate and thorough audits upon request to ensure readiness for customer support resolutions.
  • Practice active preparedness in response to service calls; carefully analyze the service call prior to visiting onsite and prepare several resolutions when possible to ensure dependable solution.
  • Provide dependable on-call availability for 24×7 customer needs (including holiday and weekends) as part of a scheduled rotation throughout the local service team.
  • Document in a timely fashion all actions and resolutions on service tickets to maintain cross functional communication between service and ancillary departments.
  • Manage tickets and close as often as possible to ensure timely documentation of customer status.
  • Engage other departments when appropriate by customer needs (i.e. Purchasing, Field Technical Operations, Sales).
  • Utilize company provided resources efficiently and effectively to manage accounts appropriately.
  • Consistently meet expectations and objectives set forth by the Service Express Performance Management system; scorecards, ROI’s and 5 / 15’s.
  • Maintain proper documentation of all travel and business expenses related to servicing accounts out in the field.

    • What we are hoping you can bring to the Service Express Team…

  • Strong troubleshooting skills with at least a basic knowledge of computer hardware
  • Availability for on-call rotation to support customer needs
  • Software : Familiarity with Windows, Unix, and Linux is preferred
  • Hardware : Experience with the following Server types is preferred : HP9000 / 3000, IBM RS6000 / AS400, DEC VAX / Alpha, SUN Sunfire / Enterprise, Compaq ProLiant, HP Netserver, IBM Enterprise Power Systems, EMC, NETAPP
  • Prior field service experience is a plus but not required
  • A+ and / or Server Plus certifications preferred but not required
  • Demonstrated ability to deal with issues conceptually and pragmatically
  • Travel : Valid driver’s license, registration and insurance are required. Daily travel within territory is required. Occasional travel outside of territory may be required, but will be minimal, depending on business need.
  • Ability to lift up to 50 lbs and perform physical tasks such as bending, kneeling, and reaching

    • What we offer you :

  • Workplace flexibility that empowers you
  • Comprehensive training program – we hire the will and train the skill!
  • Access to best-in-class support teams
  • Opportunities for personal growth & career advancement
  • Paid volunteer hours & your birthday off
  • Multiple health insurance offerings starting on day one
  • 50% health club membership reimbursement
  • 401k match to help you plan for the future
  • 25-$40 hour based on experience
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