Sr. Service Technician

Job Req ID: 28518About Supermicro:Supermicro is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.Job Summary:Supermicro is seeking a Sr. Service Technician that will be responsible for fieldwork at customer sites to resolve and repair server systems. The Sr. Service Technician is a critical part of post-sales support and needs to demonstrate exceptional technical aptitude in working with server products in addition to excellent interpersonal skills. It requires the ability to Support our Global Service network and help build a world-class field engineering organization.Essential Duties and Responsibilities:Includes the following essential duties and responsibilities (other duties may also be assigned):On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environmentDrive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle timesEnsure escalation situations are managed and corrected quickly and professionallyProvide 2nd line support to the reseller/distributors in all aspects of customer supportHave a very high level of enterprise solution product knowledgeWork with Technical Account Manager, Service Manager, and Product Manager to define service programsProvide and contribute information such as fault triage and training materialsRun tests and simulations at our facility to assist with problem-solvingTravel to the field to train and or resolve customer issuesTrain new service engineersAble to work under the Technical Account Manager's direction and take ownership of customer baseDemonstrate the ability to be self-sufficient in the fieldAble to defuse challenging situationsManage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, and effectiveness while meeting daily service expectationsDetermines requirements and/or root cause of technical issues by working with customersResolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problemsAbility to produce meaningful reports and metrics is a plusAbility to work flexible hours and/or flexible shifts including weekends and holidays if neededTravel is required (up to 25%)Qualifications:Associates or Bachelors degree preferred4+ years of hands on experience with servers (Supermicro, EMC, DELL, HP) is a plusWork experience in large enterprises or certification in Windows and Linux environments is a plusEmphasize break/fix experience and on-site customer service experienceHands-on experience with servers (Supermicro, EMC, DELL, HP)Solid hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issuesStrong technical communication skills to lead investigations with engineers of multiple disciplinesStrong written and verbal communication skills, project management skills, and solid time management skillsBe able to participate in multiple cross-functional projects concurrently in a rapidly changing environment, within established timelines and have a demonstrated ability to learn and embrace new and changing technologiesAbility to work in a challenging, dynamic, and fast-paced environment with the ability to identify and escalate issues promptly, and be proactive in driving solutionsFull professional proficiency in English (read/write/speak)Familiarity with Linux is a plusSalary Range$30.00/hr - $35.00/hrThe salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.EEO StatementSupermicro 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.