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 expected to respond promptly to system failures as per the terms outlined in the Service Level Agreement (SLA) with the company. This position 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 within the assigned service area. In addition to technical skills, the FSE must possess a thorough knowledge of system configurations and equipment compatibility across various Original Equipment Manufacturer (OEM) product lines. The role involves reviewing machine logs internal to the devices and may require participation in the After Hours Support Team, providing first response to incoming customer service requests outside of normal business hours. The customer support center will coordinate calls during both scheduled and unscheduled hours, emphasizing the need for flexibility and responsiveness in this position. The FSE is tasked with ensuring timely, professional, and effective responses to customer service needs, which is vital for maintaining high levels of customer satisfaction. This includes effective problem analysis and identification remotely before arriving at the customer site, determining necessary parts and documentation to minimize downtime, and performing services in a cost-effective manner. The FSE must maintain effective communication with customers and the customer support center throughout the repair process, analyzing software and hardware error logs to ensure timely and effective repairs. Additionally, the FSE is responsible for inventory and parts management, determining needed parts based on service contracts, managing accurate inventory counts, and completing administrative tasks such as audit forms and timesheets. Regular participation in team meetings is also expected, ensuring alignment and collaboration within the team.

Responsibilities

• Provide onsite technical customer support to ensure timely and effective responses to customer service needs.
• Perform effective problem analysis and identification remotely before arriving at customer sites.
• Determine needed parts and documentation to minimize downtime and multiple trips.
• Maintain a professional attitude and courtesy while on site.
• Communicate effectively with customers and the customer support center during the repair process.
• Analyze software and hardware error logs to ensure timely and effective repairs.
• Diagnose, troubleshoot, and repair hardware, storage area networks, and systems configuration problems.
• Utilize multiple tools for remote system connection to perform diagnosis, repair, or configuration changes.
• Follow customer-specific repair procedures and assess current and future customer needs based on system usage.
• Manage inventory and parts, including determining needed parts and quantities based on contracts.
• Accurately complete and return audit forms, email replies, timesheets, and expense reports.

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 required.
• Valid driver's license and appropriate driving record based on position 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.