Service Engineering M

Position Overview

Term: 6+ months

Location: Newark, NJ

Pay: $45.00 per hour

Hours: Typically, 8am – 5 pm; 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. It requires the ability to support our Global Service network and help build a world‑class field engineering organization.

Responsibilities

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)

Qualifications

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 package. As a valued team member, you will be eligible for medical coverage, state‑mandated sick leave, and other benefits designed to support your well‑being and work‑life balance. As a Minority Business Enterprise and an Equal Employment Opportunity Employer, our community is diverse.

At Zones, work is more than a job –with exciting careers with a global team who are client‑centric, passionate about tech, embracing change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

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.

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