Field Service Engineer

Park Place Technologies - New York, NY

Full-time - Mid Level

New York, NY

Repair and Maintenance

About the position

The Field Service Engineer (FSE) is responsible for providing onsite technical support and system diagnostics to customers within a designated territory or specific accounts. The role requires responding to system failures, performing hardware service, and ensuring customer satisfaction by adhering to Service Level Agreements (SLAs). The FSE must be available for 24/7 support, possess a broad knowledge of system configurations, and effectively communicate with customers and support teams during repairs.

Responsibilities

• Provides onsite technical customer support to ensure timely and effective response to customer service needs.
• Conducts effective problem analysis and identification remotely before arriving at the customer site.
• Performs service in a cost-effective manner and maintains a professional attitude while on site.
• 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.
• Manages inventory and parts based on service contracts and performs physical inventory counts.
• Completes and returns audit forms, timesheets, and expense reports accurately and timely.
• Participates in team meetings and accounts for all activities using the Field Point time reporting utility.

Requirements

• Minimum seven (7) years of specific experience working with OEM data center hardware.
• Successful prior field experience with solid technical aptitude.
• Understanding of different OEM equipment and ability to grasp new products/concepts.
• Ability to work long and/or unusual hours while maintaining effectiveness, including being on call 24/7.
• Demonstrated experience providing customer service and prioritizing customer needs.
• Proven ability to work independently while exhibiting leadership and collaboration with others.
• CompTIA A+ and Server+ certifications required.
• Valid driver's license and appropriate driving record based on travel requirements.
• Ability to lift 50 pounds and perform physical activities such as standing, walking, and bending for extended periods.

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.