Field Service Engineer

Park Place Technologies•Kentwood, MI

5d•Onsite

About The Position

This position is for a Field Service Engineer (FSE) who thrives on helping others, enjoys solving challenging technical problems, and is passionate about working hands-on with computer hardware. The role involves joining a team that meets the 24/7 data center maintenance needs of local customers, focusing on delivering exceptional service. The FSE will provide onsite system diagnostic and analysis support to customers within a geographical territory or assigned to a specific account, adhering to the Service Level Agreement (SLA) with Park Place Technologies. Responsibilities include responding to customer system failures through computer hardware service, testing, diagnostic analysis, and systems analysis of hardware, storage area networks, and system configurations. The role requires driving to customer sites within a 120-mile radius, using a personal vehicle with reimbursement for travel expenses. The standard work schedule is Monday-Friday, 8 am-5 pm, with an expectation to participate in an after-hours, on-call rotation to address customer issues and service all equipment within the designated service area, regardless of specific product training.

Requirements

Experience working with OEM data center hardware with ability to grasp new products/concepts.
Successful prior field experience.
Strong troubleshooting skills.
Availability for after hours, on-call rotation to support customer needs.
Must possess a valid driver’s license and an appropriate driving record based on the position travel requirements.
Ability to lift up to 50 pounds, stand and walk for extended periods of time, pull, lift, squat, reach, bend, and stoop to equipment, parts, and supplies.
This is an active position that requires walking, standing, squatting, bending, and driving for over 50% of the workday.
Potential requirement for work at height, including the use of ladders.
Must be able to pass customer background screenings in addition to Park Place Technologies pre-employment screening.
High School Degree required.

Nice To Haves

CompTia A+ and Server + preferred.
Certification and other OEM computer hardware certifications from major vendors such as Dell, IBM, HP, etc. are helpful.
Bachelor's degree in related field (i.e. Computer Science, Engineering) or equivalent experience preferred.

Responsibilities

Ensure timely, professional and effective response to customer service needs to maintain a high level of customer satisfaction.
Provide effective problem analysis and identification remotely before arrival at customer site; determine needed parts and documentation to minimize down time and multiple trips.
Perform service in a cost-effective manner, displaying professional attitude and courtesy while on site.
Maintain effective communication with customer and our customer support center during repair process and any projected delay.
Analyze software and hardware error logs, utilizing diagnostic and troubleshooting techniques and operating system analysis to ensure timely and effective repair.
Analyze, diagnose, troubleshoot and repair data center hardware (including mid- to high-end servers and storage devices) as well as storage area network and systems configuration and compatibility problems.
Utilize multiple tools for remote system connection to perform remote diagnosis, repair or configuration changes.
Follow customer specific repair procedures; assess current and future customer needs based on usage of the system.
Determine needed parts and quantities based on contracts in service area.
Return bad or excess parts in a timely manner.
Manage accurate inventory count (daily and as required) and perform bi-yearly physical count inventory.
Accurately complete and timely return audit forms, email replies, timesheets and expense reports.
Attend and participate in regularly scheduled team meetings.
Account for all activities correctly using Field Point time reporting utility.