Associate Field Service Engineer

Associate Field Service Engineer

Responsible for providing onsite system diagnostic and analytical support to customers within a geographic territory supporting the install base per the terms of the SLA (Service Level Agreement) with PPT.  Specifically, the Associate FSE responds to customers’ minor systems failures by way of computer hardware service, testing, diagnostic and system analysis of hardware, storage area networks and system configurations.  Participate in After Hours Support Team - providing first response to incoming customer service requests after normal business hours.  During normal business hours this is a function of our customer support center.  Associate Field Service Engineers typically work in Windows based environments.

What you’ll be doing:

·         Provides onsite technical customer support:

·         Ensures timely, professional, and effective response to customer service needs to maintain a high level of customer satisfaction. 

·         Provides effective problem analysis and identification remotely before arrival at customer site; determines needed parts and documentation to minimize down time and multiple trips.

·         Determines minor and routine hardware/system failures, storage area network and systems configuration and compatibility problems.

·         Reviews software and hardware error logs, utilizes diagnostic and troubleshooting techniques and operating systems to ensure timely and effective repair.

·         Performs service in a cost effective manner.

·         Displays professional attitude and courtesy while on site. 

·         Maintains effective communication with customer and our customer support center during repair process and any projected delay.

·         Utilizes multiple tools for remote system connection to perform remote diagnosis, repair or configuration changes.

·         Follows customer specific repair procedures.

·         Assesses current and future customer needs based on usage of the system.

·         Inventory / Parts Management:

·         Determines needed parts and quantities based on contracts in service area

·         Returns bad or excess parts in a timely manner.

·         Manages accurate inventory count, daily and as required and performs bi-yearly physical count inventory.

·         Administrative:

·         Accurately completes and timely returns audit forms, email replies, timesheets and expense reports.  Attends and participates in regularly scheduled team meetings.

·         Accounts for all activities correctly using Field Point time reporting utility.

·         Other duties as assigned. 

What we’re looking for:

·         Minimum two (2) years’ work experience with data center equipment, parts, and/ or technical repairs.

·         Ability to work long and/or unusual hours while maintaining effectiveness (manage being on call 24/7).

·         Technical aptitude exhibited by academic and/or other experiences.

·         Must have thorough knowledge of system configuration and equipment compatibility requirements and limitations within Windows-based operating environments. 

·         Successful prior customer service experience.

·         Proven ability to work independently and in collaboration with others.

Bonus Points:

·         A+ Certification and other OEM computer hardware certifications from major vendors such as Dell, IBM, HP, etc. are helpful.

·         Bachelors/ Associates degree, preferred

Education:

·         High School degree required

Travel:

·         50-75%