Onsite Field Service Engineer- Winston-Salem, NC


- 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 PPTI. Specifically, the FSE responds to customers minor systems failures by way of computer hardware service, testing, diagnostic and system analysis of hardware, storage area networks and system configurations.- 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. Associate Field Service Engineers typically work in Windows based environments.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Provides onsite technical customer support:
Ensures timely, professional, and effective response to customer service needs to maintain a high level of customer satisfaction. Provides effective problem analysis and identification remotely before arrival at customer site; determines needed parts and documentation to minimize down time and multiple trips. Determines minor and routine hardware/system failures, storagearea network and systems configuration and compatibility problems. Reviews software and hardware error logs, utilizes diagnostic and troubleshooting techniques and operating systems to ensure timely and effective repair. 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. 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. Administrative: 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.
- 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.)
Associates Degree in related field (i. e. Computer Science, Engineering), preferred.
- Minimum two (2) years work with data center equipment, parts, and/ or technical repairs. Ability to work long and/or unusual hours while maintaining effectiveness (manage being on call 24/7). Technical aptitude exhibited by academic and/or other experiences. Must have thorough knowledge of system configuration and equipment compatibility requirements and limitations within Windows-based operating environments. Successful prior customer service experience. Proven ability to work independently and in collaboration 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:
Strong interpersonal skills and communication. 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
: Willingness and passion to learn and grow in the job. Ability to assess, understand, work with and resolve problems, service outages and failures of both equipment and systems in an efficient and accurate manner. 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.
Must be able to work assigned shifts at customer data center sites.
- 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.
Assigned Field Service Engineers may be subject to post employment background checks, drug screens, and/or other security measures, to gain access to customer sites.

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