Field Service Engineer

Park Place Technologies - Nashville, TN

Full-time - Mid Level

Nashville, TN

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 around the clock, 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 expertise, the FSE is expected to participate in the After Hours Support Team, providing first response to customer service requests outside of normal business hours. The role involves effective communication with customers and the customer support center throughout the repair process, ensuring that any projected delays are communicated promptly. The FSE will analyze software and hardware error logs, employing diagnostic and troubleshooting techniques to facilitate timely repairs. This position also requires the ability to assess current and future customer needs based on system usage, ensuring that service is delivered in a cost-effective manner while maintaining a professional demeanor on-site. The FSE is responsible for inventory and parts management, determining necessary parts and quantities based on service contracts, and managing accurate inventory counts. Administrative duties include completing audit forms, email replies, timesheets, and expense reports in a timely manner, as well as participating in team meetings. The FSE must account for all activities accurately using the Field Point time reporting utility, ensuring that all service actions are documented appropriately.

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, determining needed parts and documentation to minimize downtime.
• Performs service in a cost-effective manner while maintaining a professional attitude and courtesy on-site.
• Maintains effective communication with customers and the customer support center during the repair process and any projected delays.
• Analyzes software and hardware error logs, utilizing diagnostic and troubleshooting techniques to ensure timely and effective repairs.
• Diagnoses, troubleshoots, and repairs hardware, storage area network, and systems configuration and compatibility problems.
• Utilizes multiple tools for remote system connection to perform remote 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 parts and quantities based on contracts in the service area, and performs bi-yearly physical inventory counts.
• Accurately completes and returns audit forms, email replies, timesheets, and expense reports in a timely manner.

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 when working 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.
• Ability 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.