Service Engineer

Position Summary

This is a full-time position supporting a global service organization. The Service Engineer will provide on-site and remote technical support to customers, troubleshooting and repairing complex server systems in enterprise environments.

The Service Engineer plays a critical role in post-sales support and is expected to demonstrate strong technical expertise with server hardware, excellent problem-solving abilities, and outstanding customer service skills. This position will support a global service network while contributing to the development of a high-performing field engineering organization.

• Perform on-site and remote troubleshooting and resolution of complex technical issues involving enterprise server systems and hardware.
• Provide exceptional customer service and drive customer satisfaction through timely and effective technical support.
• Lead preventive maintenance activities and manage repair and replacement parts cycles to meet service expectations.
• Identify, manage, and resolve escalated technical issues quickly and professionally.
• Provide second-line technical support to resellers and distributors across all aspects of customer support.
• Maintain a high level of knowledge regarding enterprise server products, hardware, and solutions.
• Collaborate with Technical Account Managers, Service Managers, and Product Managers to develop and implement service programs.
• Develop and contribute technical resources, including fault-triage documentation, troubleshooting guides, and training materials.
• Conduct tests and simulations at company facilities to support troubleshooting and problem resolution.
• Travel to customer sites to provide technical support, training, troubleshooting, and equipment repair.
• Train and mentor new Service Engineers.
• Work under the direction of the Technical Account Manager while taking ownership of an assigned customer base.
• Demonstrate the ability to work independently and effectively in the field with minimal supervision.
• De-escalate challenging customer situations while maintaining professionalism and a solutions-oriented approach.
• Manage time effectively and prioritize tasks based on service requirements, efficiency, and business needs.
• Work directly with customers to identify technical requirements, determine root causes, and develop appropriate solutions.
• Resolve technical problems by clarifying issues, researching potential solutions, implementing corrective actions, and escalating unresolved issues when necessary.
• Develop meaningful service reports, metrics, and performance documentation as needed.
• Maintain flexibility to work varying hours or shifts, including weekends and holidays, when business needs require.
• Travel as required to customer locations and other company facilities.

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field preferred.
• Minimum of 1 year of experience servicing complex x86-based server systems and hardware components.
• Associate degree in Electrical Technology, Electronics, or a related field may be considered in place of a bachelor's degree.
• Equivalent military technical experience may also be considered.
• Hands-on break/fix experience with enterprise server hardware and components.
• Previous on-site customer service or field service experience strongly preferred.
• Hands-on experience with server systems from manufacturers such as Dell, EMC, Supermicro, or similar enterprise hardware platforms.
• Experience working in large enterprise environments is a plus.
• Windows and Linux certifications or professional experience are preferred.
• Strong hardware diagnostics and troubleshooting skills.
• Solid understanding of how BIOS configurations, drivers, firmware, operating systems, and application loads can contribute to system issues.
• Ability to lead technical investigations and collaborate effectively with engineers across multiple disciplines.
• Strong written and verbal communication skills.
• Strong project management, organizational, and time-management skills.
• Ability to manage multiple cross-functional projects simultaneously in a rapidly changing…