Service Engineer

Supermicro is looking for a Service Engineer to provide remote support France, for the customer Mistral, with a combination of dedicated support and helpdesk support.

Essential Duties and Responsibilities:

• On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times;
• Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times, and delivering and driving to meet SMCs Service Level Agreement (SLA);
• Ensure escalation situations are managed and corrected quickly and professionally;
• Provide 2nd line support to the reseller/distributors in all aspects of customer support;
• Work with Technical Account Manager, Service Manager, and Product Manager to define service programs;
• Provide and contribute information such as fault triage and training materials;
• Run tests and simulations at our facility to assist with problem-solving;
• Travel to the field to train and or resolve customer issues;
• Train new service engineers;
• Able to work under Technical Account Manager direction and take ownership of customer base;
• Demonstrate ability to be self-sufficient in the field by resolving problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems;
• Able to defuse challenging situations;
• Manage time effectively, prioritize and make good business judgments and decisions concerning efficiency, and effectiveness while meeting daily service expectations;
• Determines requirements and/or root cause of technical issues by working with customers;
• Manage the day to day tickets assigned on the SMC Service Portal;
• Experience with generating and presenting quality reports is a plus;
• Deployment and maintenance with a focus on Servers and GPU Systems, Networking, Cable management, FW/Bios Configuration.

Qualifications:

• Able to work at customer location.
• Experience required in similar role.
• English skill needs to be business level or above.
• Driving license.
• Able to work physically (installing servers and replacing parts may require you to physically lift items).

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.