Sr. Service Technician

Super Micro Computer•Atlanta, GA

25d•$35 - $39•Onsite

About The Position

Supermicro is seeking a Senior Service Technician for a full-time position on its Global Service Team. The technician performs fieldwork at customer sites to resolve and repair server systems and provides post-sales support. The role requires strong technical aptitude with server products and interpersonal skills, and supports Supermicro’s Global Service network and field engineering organization. The technician provides on-site and remote support in enterprise environments, works with customers and internal teams to troubleshoot and resolve technical issues, and helps deliver service excellence. The position involves training service engineers and resellers, contributing troubleshooting information and training materials, conducting tests at Supermicro’s facility, and traveling to customer sites. Travel may be required up to 50%, with flexibility to work weekends, holidays, and varied hours when needed.

Requirements

At least 5 years of experience debugging, troubleshooting, or repairing hardware, preferably computer or server products.
Experience speaking with customers and resolving conflicts.
Touch-typing speed of 40 or more words per minute.
Authorization to work in the United States without sponsorship.
Ability to travel; the posting states travel may be up to 50% and also says candidates can travel 15 days per year.
Ability to work flexible hours or shifts, including weekends and holidays when needed.
Ability to lift 50 pounds; use a buddy system to move objects heavier than 50 pounds.
Physical dexterity to perform job functions in data center environments.
Comfort working in environments with noise exposure.

Nice To Haves

High school diploma or associate degree preferred; a bachelor's degree in engineering is a significant plus.
Hands-on experience with servers, including Supermicro, EMC, Dell, or HP products.
Background in Linux or networking.
Relevant experience, including military experience or CLEP, may count toward a degree.
Ability to operate a pallet jack and forklift safely and efficiently, where applicable.
Ability to produce meaningful reports and metrics.

Responsibilities

Troubleshoot and resolve complex technical problems with Supermicro equipment on-site and remotely in enterprise environments.
Lead preventive maintenance actions and manage repair and parts cycle times to drive customer satisfaction.
Manage and correct escalations quickly and professionally.
Provide second-line customer-support assistance to resellers and distributors.
Maintain a high level of enterprise-solution product knowledge.
Work with the Technical Account Manager, Service Manager, and Product Manager to define service programs.
Provide and contribute fault-triage information and training materials.
Run tests and simulations at the facility to assist with problem-solving.
Travel to customer sites to train others and resolve customer issues.
Train new service engineers.
Work under the Technical Account Manager’s direction and take ownership of a customer base.
Work independently in the field and defuse challenging situations.
Manage time, prioritize work, and make sound business decisions while meeting daily service expectations.
Determine requirements and root causes of technical issues by working with customers.
Resolve problems by clarifying issues, researching solutions and alternatives, implementing solutions, and escalating unresolved problems.
Produce meaningful reports and metrics (noted as a plus).