Field Service Engineer

Job Req ID: 29952

Job Summary:

Supermicro is seeking a talented service engineer to play a key role in providing our customers with high level customer service, support our global service network and help build a world class field engineering organization. This position requires the ability to work flexible hours including nights and weekends as required to respond to customer requests, diagnose problem, travel to customer site, repair and replace defective parts or system(s). As a Service Engineer, you provide the front line technical direction, advice and support to customers in the operation and maintenance of complex Supermicro's products. You will also occasionally assist with installations, servicing and repairs of complex equipment at the same.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):

• Travel to enterprise customer data centers to perform hardware troubleshooting, break/fix repairs, and component replacements on servers and storage systems within strict SLA windows.
• Execute technical tasks strictly according to provided instructions and validated scopes. Recognize when on-site realities deviate from the plan and immediately halt execution to escalate, rather than absorbing out-of-scope work.
• Run required power-on self-tests, standalone diagnostics, and visual verifications to ensure hardware malfunctions are fully corrected before leaving the site.
• Securely package replaced/defective parts using provided return labels and ensure they are shipped back within mandatory timelines.
• Maintain professional on-site communication, focusing strictly on factual technical updates while directing any requests for scope changes or SLA negotiations back to the designated Technical Account Manager.

Qualifications:

• 3+ years of field service experience supporting enterprise IT hardware, data center infrastructure, or server architecture.
• Strong hands-on experience with server hardware replacements (Motherboards, CPUs, RAM, GPUs, Storage controllers). Familiarity with high-performance computing (HPC) or liquid cooling is a strong plus.
• Exceptional ability to follow standard operating procedures. Must possess the professional courage to say "no" and halt execution if safety conditions, site readiness, or requested scopes deviate from validated instructions.
• Clear and factual communication style. Ability to report technical states accurately without making unvalidated promises to the customer.
• Valid driver’s license and willingness to travel frequently to customer sites within the designated region, sometimes on short notice or outside standard business hours depending on SLA requirements.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.