Field Service Engineer

Service Express•Bentonville, AR

1d•Onsite

About The Position

You may be interested in the Field Service Engineer (FSE) position that we have available as part of our recent merge with Park Place Technologies! It’s an opportunity to join a team that meets the 24/7 data center maintenance needs of local customers with a focus on delivering exceptional service with each interaction. You will provide onsite system diagnostic and analytical support to customers within a geographical territory, or assigned to a specific account, supporting the customer per the terms of the Service Level Agreement (SLA) with Park Place Technologies. Specifically, it will be responding to customers' system failures by way of computer hardware service, testing, diagnostic analysis, and systems analysis of hardware, storage area networks, and system configurations. This role requires driving to different customer sites within a 120-mile radius for assigned service calls. You will use your own vehicle and be reimbursed for travel expenses. You will work Monday-Friday, 8am-5pm and also must be willing to participate in after-hours, on-call rotation responding to customer issues and servicing all equipment regardless of product training within the designated service area.

Requirements

Experience working with OEM data center hardware with ability to grasp new products/concepts
Successful prior field experience
Strong troubleshooting skills; CompTia A+ and Server+ preferred
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 lbs, 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 work day. Potential requirement for work at height, including the use of ladders
Must be able to pass customer background screenings
Authorization to work in the country you are applying to is a precondition of employment. Service Express does not sponsor applicants for work visas.

Nice To Haves

Certification and other OEM hardware certifications from major vendors such as Dell, IBM, HP, etc are helpful

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 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 performs 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