Field Service Engineer

Park Place Technologies - Chicago, IL

Full-time - Mid Level

Chicago, IL

Repair and Maintenance

About the position

The Field Service Engineer (FSE) is a critical role within Park Place Technologies, responsible for delivering onsite system diagnostic and analytical support to customers across a designated geographic territory or specific accounts. The FSE is tasked with responding to system failures as per the terms outlined in the Service Level Agreement (SLA). This role requires a comprehensive understanding of computer hardware service, testing, diagnostic analysis, and systems analysis, particularly concerning hardware, storage area networks, and system configurations. The FSE must be available to address customer issues 24/7, ensuring that all equipment is serviced regardless of prior product training. A thorough knowledge of system configuration and equipment compatibility across various OEM product lines is essential for success in this position. In addition to technical skills, the FSE is expected to provide exceptional customer service, ensuring timely and professional responses to customer needs to maintain high satisfaction levels. This includes effective problem analysis and identification remotely before arriving at the customer site, determining necessary parts and documentation to minimize downtime and avoid multiple trips. The FSE must maintain effective communication with customers and the customer support center throughout the repair process, especially in the event of any projected delays. The role also involves analyzing software and hardware error logs, utilizing diagnostic techniques, and performing repairs on hardware and systems configurations. Inventory and parts management are also key responsibilities, where the FSE determines needed parts based on service contracts, manages accurate inventory counts, and returns defective or excess parts promptly. Administrative duties include completing audit forms, email replies, timesheets, and expense reports accurately and on time, as well as participating in team meetings. The FSE must account for all activities using the Field Point time reporting utility, ensuring transparency and accuracy in reporting.

Responsibilities

• Provides onsite technical customer support to ensure timely and effective responses to customer service needs.
• Conducts effective problem analysis and identification remotely before arriving at customer sites.
• Determines needed parts and documentation to minimize downtime and multiple trips.
• Performs service in a cost-effective manner while maintaining a professional attitude.
• Maintains effective communication with customers and the customer support center during the repair process.
• Analyzes software and hardware error logs and utilizes diagnostic techniques for timely repairs.
• Diagnoses, troubleshoots, and repairs hardware, storage area networks, and systems configuration issues.
• Utilizes multiple tools for remote system connection to perform diagnosis, repair, or configuration changes.
• Follows customer-specific repair procedures and assesses current and future customer needs based on system usage.
• Manages inventory and parts, determining needed quantities and returning bad or excess parts promptly.
• Completes and returns audit forms, email replies, timesheets, and expense reports accurately and timely.
• Participates in regularly scheduled team meetings and accounts for all activities using Field Point time reporting utility.

Requirements

• Minimum seven (7) years of specific experience working with OEM data center hardware.
• Successful prior field experience with a solid technical aptitude.
• Understanding of different OEM equipment with the ability to grasp new products and concepts.
• Ability to work long and/or unusual hours while maintaining effectiveness, including being on call 24/7.
• Demonstrated experience providing customer service and ability to prioritize customer needs.
• Proven ability to work independently while exhibiting leadership and collaboration with others.
• CompTIA A+ and Server+ certifications required.
• Must possess a valid driver's license and maintain an appropriate driving record based on travel requirements.
• Must be able to assume an on-call status position and respond based on service level agreements within assigned territory.
• Must be able to maintain regular working hours assigned, if site-specific assignment.
• Must be able to lift 50 pounds and perform physical activities such as standing, walking, pulling, lifting, squatting, reaching, bending, and stooping.

Nice-to-haves

• Certification and other OEM computer hardware certifications from major vendors such as Dell, IBM, HP, etc.
• Bachelor's degree in a related field (i.e., Computer Science, Engineering) or equivalent experience preferred.