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Field Service Engineer

2 months ago

Toronto, Ontario, Canada Park Place Technologies Full time

Job Summary:

Park Place Technologies is seeking a highly skilled Field Service Engineer to join our team. As a Field Service Engineer, you will be responsible for providing onsite system diagnostic and analytical support to customers within a geographic territory or assigned to a specific account.

Key Responsibilities:

  • Provides onsite technical customer support to ensure timely, professional, and effective response to customer service needs.
  • Ensures effective problem analysis and identification remotely before arrival at customer site, determines needed parts and documentation to minimize downtime 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.
  • 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.

Requirements:

  • Minimum seven (7) years specific experience working with OEM data center hardware.
  • Successful prior field experience.
  • Solid technical aptitude.
  • 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 customer needs first.
  • Proven ability to work independently, while exhibiting leadership and collaboration, when working with others.
  • CompTIA A+ and Server+ required.
  • Must possess a valid driver's license and an appropriate driving record based on the position travel requirements.
  • Must be able to assume an on-call status position and respond based on service level agreements within assigned territory.
  • Must be able to maintain regular working hours assigned, if site-specific assignment.
  • Must be able to lift 50 pounds, stand, and walk for extended periods of time, pull, lift, squat, reach, bend, and stoop to equipment, parts, and supplies.

Preferred Qualifications:

  • Certification and other OEM computer hardware certifications from major vendors such as Dell, IBM, HP, etc. are helpful.
  • Bachelor's degree in related field (i.e., Computer Science, Engineering) or equivalent experience preferred.

Travel:

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).