Service Engineer

Position Overview Term: 6+ months Location: West Chester, NY Pay: $45.00 per hour Hours: Typically, 8am – 5pm; may vary per project needs Zones is seeking a Service Engineer that will be responsible for fieldwork at customer sites to resolve and repair server systems. The Service Engineer 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. What you will do as the Service Engineer The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice. 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 Ensure escalation situations are managed and corrected quickly and professionally Provide 2nd line support to the reseller/distributors in all aspects of customer support Have a very high level of enterprise solution product knowledge 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 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 Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems The ability to produce meaningful reports and metrics is a plus Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed Travel is required (75% or more) What you will bring to the team Bachelor’s degree in Computer Science, Computer Engineering, and Electrical Engineering preferred 5+ years of experience in servicing complex X86 systems and parts Will consider Associates Degree in electrical technology, electronics, or equivalent military experience Work experience in a large enterprise or certification in Windows and Linux environments is a plus Emphasize break/fix experience and on‑site customer service experience Hands‑on experience with servers (Supermicro, EMC, DELL, HP) The successful candidate needs to have solid hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues The candidate needs to have strong technical communication skills to lead investigations with engineers of multiple disciplines Strong written and verbal communication skills, project management skills, solid time management skills Candidate must have an ability 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 technologies Must possess an excellent ability to create plans and follow up on planned actions Ability to work in a challenging, dynamic, and fast‑paced environment. Must be solution‑oriented, a team player with the ability to identify and elevate issues in a timely manner, and be proactive in driving solutions Individuals must be able to work effectively in a high‑pressure environment Full professional proficiency in English (read/write/speak) Must be punctual and detail‑oriented Familiarity with Linux is a plus Benefits Zones offers a comprehensive benefits packet that includes medical coverage, state‑mandated sick leave, and other benefits designed to support well‑being and work‑life balance. Zones, as a Minority Business Enterprise and an Equal Employment Opportunity Employer, is committed to diversity and inclusion. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy. Zones participates in E‑Verify. E‑Verify is a system that compares information from a team member’s Form I‑9 to federal records to confirm their eligibility to work in the United States. #J-18808-Ljbffr