Field Service Engineer

Park Place Technologies - Cedar Rapids, IA

Full-time - Entry Level

Cedar Rapids, IA

Repair and Maintenance

About the position

The Field Service Engineer (FSE) at Park Place Technologies plays a crucial role in delivering onsite system diagnostic and analytical support to customers within a designated geographic territory or specific accounts. This position is pivotal in ensuring that customer systems operate efficiently and effectively, adhering to the terms outlined in the Service Level Agreement (SLA). The FSE is tasked with responding to system failures, which involves providing computer hardware service, conducting testing, performing diagnostic analysis, and executing systems analysis on hardware, storage area networks, and system configurations. The role demands a high level of availability, as the FSE must be prepared to address customer issues 24/7, regardless of product training, within the assigned service area. In addition to technical skills, the FSE must possess a comprehensive understanding of system configurations and equipment compatibility across various Original Equipment Manufacturer (OEM) product lines. This includes the ability to review machine logs and utilize diagnostic tools effectively. Participation in the After Hours Support Team may also be required, where the FSE will provide 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 role. The FSE is expected to maintain a high level of customer satisfaction through timely and professional responses to service needs. This includes effective problem analysis and identification before arriving at the customer site, ensuring that necessary parts and documentation are prepared to minimize downtime. The FSE must also manage inventory and parts effectively, returning any excess or faulty parts promptly and maintaining accurate inventory counts. Administrative responsibilities include completing audit forms, timesheets, and expense reports accurately and on time, as well as participating in team meetings to ensure alignment and communication within the team.

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, 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 repairs.
• Diagnoses, troubleshoots, and repairs hardware, storage area networks, and systems configuration problems.
• Utilizes multiple tools for remote system connection to perform diagnosis, repair, or configuration changes remotely.
• 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.
• Completes and returns audit forms, email replies, timesheets, and expense reports accurately and in a timely manner.

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 ability to prioritize 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.

Benefits

• Equal Opportunity Employer
• Protected Veterans
• Individuals with Disabilities