Field Service Engineer L2

Field Service Engineer L2 – South Bend, Indiana

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions  New Era, we foster a team‑oriented culture that prioritizes your personal and professional development, offering continuous training and competitive benefits.

Driven by values such as Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

This position will be responsible for providing onsite technical services to customers in support of mission‑critical data center systems. You will execute the delivery of installation, startup, commissioning support, remedial and preventative maintenance services on liquid cooling equipment.

• Participates in system deployment projects for the established service area, delivering installation, startup, and/or commissioning support services.
• Responds onsite to dispatches within the required timeframe as specified in customer service level agreements (SLAs), for scheduled and unscheduled service requests.
• Serves the department by contributing to the development of service bulletins, procedures, process improvements and other collateral duties as required.
• Provides onsite support by assisting in troubleshooting and fault isolation of programmable logic controllers, electromechanical, networking, cooling and related systems.
• Identifies necessary parts to resolve customer equipment failures.
• Maintains accurate customer service records/reports within the service management tool.
• Recommends improvements to manuals, operational processes and procedures as needed.
• Contributes to training course content development and provides training to customers and other field service personnel, as required.
• Contributes to the creation of knowledge articles and other technical documentation.
• Serves as a technical resource to sales and business development personnel.
• Maintains knowledge of supported products including certifications, if required.
• Other duties as assigned.

• Ability to apply technical knowledge to identify root causes.
• Excellent customer service and communication skills.
• Ability to read basic product drawings, schematics, and technical specifications.
• Ability to manage priorities effectively.
• Ability to travel 25–75% with little notice in some cases.
• Troubleshooting skills and sound technical judgment.
• Ability to work both onsite independently and as part of a team.
• Availability to work extended hours, if applicable, including participation in a 24/7 on‑call rotation.
• Ability to pass customer‑specific background check processes, if applicable.

• Minimum of 5 years of experience in field service or a similar technical support‑related position.
• Associate degree from a two‑year college/technical school with a certificate in an IT hardware‑related discipline preferred, or an equivalent combination of education and experience.
• Prior experience working within data center environments is required.
• Experience reading mechanical and electrical schematics.
• Experience working with 124/208
  
  VAC and 48V DC.
• Prior experience troubleshooting and repairing hardware, such as electro‑mechanical equipment, controllers, sensors, actuators, pumps, etc.

• Prolonged periods standing, lifting, bending, kneeling, etc. at customer facilities.
• Must be able to lift up to 75 pounds at times.
• Travel may be required about 50% of the time on average.