Field Service Engineer- Melbourne



Responsible for providing onsite system diagnostic and analytical support to customers within a geographic territory supporting the install base per the terms of the SLA (Service Level Agreement) with PPT. Specifically, the FSE responds to customers systems failures by way of computer hardware service, testing, diagnostic analysis, and systems analysis of hardware, storage area networks, and system configurations. Must be available to respond to customer issues 24/7 and service all equipment regardless of product training within the designated service area. Must have a thorough and broad knowledge of system configuration and equipment compatibility requirements and limitations across various OEM product lines. The FSE has the skillset to review machine logs internal to the device. Participate in After Hours Support Team - providing first response to incoming customer service requests after normal business hours. During normal business hours this is a function of our customer support center.
Provides onsite technical customer support: Ensures timely, professional, and effective response to customer service needs to maintain a high level of customer satisfaction. Must be able to be scheduled for work on shifts occurring at any time of day. Provides effective problem analysis and identification remotely before arrival at customer site; determines needed parts and documentation to minimize down time and multiple trips. Performs service in a cost effective manner. Displays professional attitude and courtesy while on site. Maintains effective communication with customer and our customer support center during repair process and any projected delay. Analyzes software and hardware error logs, utilizes diagnostic and troubleshooting techniques and operating system analysis to ensure timely and effective repair. Analyzes, 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. Assesses current and future customer needs based on usage of the system.
Inventory / Parts Management:
Determines needed parts and quantities based on contracts in service area Returns bad or excess parts in a timely manner. Manages accurate inventory count, daily and as required and performs bi-yearly physical count inventory.
Accurately completes and timely returns audit forms, email replies, timesheets and expense reports. Attends and participates in regularly scheduled team meetings. Accounts for all activities correctly using Field Point time reporting utility
Other duties as assigned.
May serve as senior or mentor role to Associate Field Service Engineer (Associate FSE).
(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
Bachelor s degree in related field (i. e. Computer Science, Engineering) or equivalent experience.
Minimum seven (7) years specific experience working with OEM data center hardware. Successful Prior Field experience, required. Solid technical aptitude, required. Understanding of different OEM equipment with the ability to grasp new products/concepts. Ability to work long and/or unusual hours while maintaining effectiveness (manage being on call 24/7). Demonstrated experience providing Customer Service (may be internal to organization) and ability to put the Customer Needs first. Proven ability to work independently, while exhibiting leadership and collaboration, when working with others.
Certifications or Licenses
Not required, but A+ Certification and other OEM computer hardware certifications from major vendors such as Dell, IBM, HP, etc. are helpful. Must possess a valid driver s license and an appropriate driving record based on the position travel requirements.
Special Knowledge, Skills & Abilities
Reasoning Ability:Ability to solve practical problems and deal with a variety of concrete variables in situation where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Communication Skills:Excellent communication and interpersonal skills. Ability to read, to analyze, and to interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of employees, managers, vendors, customers, and/or the general public. Mathematical Skills:Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Other Skills:Ability to assess, understand and work with new technical problems/equipment, and resolve problems, service outages and failures of both equipment and systems efficiently and accurately. Ability to clearly and concisely articulate technical information in layman s terms. Strong decision making and problem solving / troubleshooting skills. Excellent ability to manage stress and work with customers in stressful situations.
Must be able to travel to client sites up to 75% of the time within a predetermined territory radius (up to 4+ hours/one way by car). Must be able to assume an on-call status position and respond based on service level agreements within assigned territory.
(The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) Manual dexterity to type on computer keyboard and operate general office equipment, such as phone, fax/copier/scanner. Must be able to speak and hear effectively. Clear vision at close, mid and far distances. Walking, bending, standing, sitting, reaching, stooping on a regular basis. Lifting up to 75 pounds. Frequent driving.
(The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) Office environment (controlled climate). Frequent travel by car, plane or bus to customer sites.
Field Service Engineers may be subject to post employment background checks, drug screens and/or other security measures, to gain access to customer sites. Field Service Engineers could be subject to future screening of driving record as ability to drive in compliance with Federal and/or state law is an essential requirement of the position.

Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.

More Jobs

Supervisor, Field Service Engineer
Cleveland, OH Thermo Fisher Scientific
Field Service Engineer
Cincinnati, OH Immucor, Inc.
Field Service Technician - Mechanic
Cincinnati, OH Crown Equipment Corporation
Field Service Technician - Mechanic
Cleveland, OH Crown Equipment Corporation
Generator Field Service Technician
Cincinnati, OH Southern Company
Field Service Technician - Mechanic
Dayton, OH Crown Equipment Corporation