Field Services Engineer

Job Description

Position Overview :

We are seeking experienced Field Service Engineers (FEs) to provide on-site and remote technical support for complex enterprise server environments.

The successful candidates will have strong hands-on experience with x86 server hardware, diagnostics, break/fix services, and enterprise customer support. Experience with Supermicro, Dell, HPE, EMC, and similar enterprise systems is highly desirable.

The Field Service Engineer will take ownership of assigned customer environments, troubleshoot complex technical issues, coordinate escalations, and ensure a high level of customer satisfaction.

Key Responsibilities :

- Provide on-site and remote troubleshooting and technical support for complex Supermicro and enterprise server equipment.

- Diagnose and resolve hardware, BIOS, driver, operating system, and application-related issues.

- Perform break/fix services, preventive maintenance, repairs, and parts replacement.

- Manage repair and parts cycles to ensure issues are resolved within required service levels.

- Take ownership of escalated technical issues and ensure timely and professional resolution.

- Provide second-line technical support to resellers and distributors.

- Maintain a high level of knowledge of enterprise server solutions, hardware, and technologies.

- Work closely with the Technical Account Manager, Service Manager, and Product Manager to develop and improve service programs.

- Perform fault triage, technical investigations, root-cause analysis, and problem resolution.

- Create and contribute to technical documentation, troubleshooting guides, and training materials.

- Conduct tests and simulations at company facilities to support troubleshooting and problem resolution.

- Travel to customer sites to resolve technical issues and provide technical training.

- Train and mentor new Field Service Engineers.

- Work under the direction of the Technical Account Manager while maintaining ownership of assigned customers.

- Operate independently in the field and demonstrate strong decision-making and problem-solving skills.

- Manage and de-escalate challenging customer situations professionally.

- Determine technical requirements and root causes by working directly with customers and internal engineering teams.

- Research and evaluate alternative solutions and escalate unresolved issues appropriately.

- Prepare meaningful service reports, metrics, and technical documentation where required.

- Manage time effectively and prioritize activities according to customer and business requirements.

- Participate in multiple projects and technical activities simultaneously.

- Work flexible hours, shifts, weekends, and holidays when required.

- Maintain professional communication and strong customer relationships.

Required Qualifications & Experience :

- 5+ years of experience servicing complex x86 server systems and components.

- Strong hands-on experience with enterprise server hardware and components.

- Experience with Supermicro, Dell, HPE/HP, EMC, or comparable enterprise platforms.

- Strong hardware diagnostics and troubleshooting skills.

- Proven break/fix and on-site customer service experience.

- Solid understanding of how BIOS, firmware, drivers, operating systems, and application loads can contribute to system issues.

- Ability to troubleshoot complex hardware and system-level problems.

- Strong technical communication skills with the ability to lead investigations involving engineers from multiple disciplines.

- Ability to work independently and take ownership of customer issues.

- Strong written and verbal communication skills.

- Excellent time management, organizational, and project management skills.

- Ability to work effectively in a high-pressure, fast-paced, and constantly changing environment.

- Strong problem-solving and analytical skills.

- Proactive and solution-oriented approach.

- Ability to develop action plans, execute them, and provide appropriate follow-up.

- Full professional proficiency in English, both written and spoken.

- Must be punctual, reliable, and detail-oriented.

- Willingness and ability to travel 75% or more.

Preferred Education :

Bachelor's degree in one of the following :

- Computer Science

- Computer Engineering

- Electrical Engineering

Acceptable alternatives:

- Associate degree in Electrical Technology, Electronics, or a related technical field.

- Equivalent military technical experience may also be considered.

Preferred / Additional Skills :

- Experience supporting large enterprise environments.

- Experience with Windows and Linux operating systems.

- Linux troubleshooting experience.

- Relevant Windows/Linux certifications.

- Experience producing service reports, operational metrics, and technical documentation.

- Experience providing technical training to customers or service engineers.

- Strong understanding of enterprise server architectures and infrastructure.