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) at Park Place Technologies is a critical role responsible for delivering onsite system diagnostic and analytical support to customers within 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) with the company. This position requires a proactive approach to customer service, ensuring that all equipment is serviced regardless of prior product training. The FSE must be available to address customer issues 24/7, demonstrating flexibility and commitment to customer satisfaction. In this role, the FSE will engage in various activities including computer hardware service, testing, diagnostic analysis, and systems analysis of hardware and storage area networks. A thorough understanding of system configurations and equipment compatibility across different OEM product lines is essential. The FSE will also be responsible for reviewing machine logs and utilizing diagnostic tools to troubleshoot and resolve issues effectively. Participation in the After Hours Support Team may be required, providing first response to customer service requests outside of normal business hours. The FSE is expected to maintain a high level of professionalism and courtesy while on-site, ensuring effective communication with customers and the customer support center throughout the repair process. This role also involves inventory and parts management, requiring the FSE to determine necessary parts and manage inventory accurately. Administrative tasks such as completing audit forms, timesheets, and expense reports are also part of the responsibilities. Overall, the FSE plays a vital role in ensuring customer satisfaction and operational efficiency within the service area.

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 customer sites to minimize downtime.
• 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 to ensure 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 parts and quantities based on contracts in the service area.
• Completes and returns audit forms, email replies, timesheets, and expense reports accurately and timely.

Requirements

• Minimum seven (7) years of specific experience working with OEM data center hardware.
• Successful prior field experience in a similar role.
• Solid technical aptitude and understanding of different OEM equipment.
• 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 are required.
• Must possess a valid driver's license and maintain an appropriate driving record.
• Must be able 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.