Job Details
Who We Are:
Park Place Technologies is a global data center and networking optimization firm. Powered by the world s largest on-the-ground engineering team, a robust group of advanced engineers and our fully staffed, 24x7x365 Enterprise Operations Center, we offer a robust portfolio of IT solutions to optimize networking and data center Uptime and performance. As the industry leader, our 2500 Park Place Associates provide support to 21,000+ customers in more than 154+ countries. We are proud to service 90% of Fortune 500 companies and 40% of Forbes 100 clients.
Our company s strength and success are a credit to our Associates, and Park Place Life is how we communicate and deliver our culture internally. We have been awarded as a NorthCoast 99 Best Workplace winner for 10 consecutive years in recognition of our employee commitment. Park Place Life is about collaboration, responsiveness, diversity, and integrity, and represents everything that makes our company great and our culture unique.
Top Rated Benefits We Offer:
- We cover 100% of your Healthcare benefits!
- Flexible Vacation to promote work-life balance.
- 12 weeks of Paid Maternity Leave
- Profit Sharing
- 401K matching contributions and earnings are always 100% vested.
- Plus, much more!!!
Position Overview:
The Field Service Engineer is responsible for providing onsite system diagnostic and analytical support to customers within a geographic territory, or assigned to a specific account, supporting the customer per the terms of the SLA (Service Level Agreement) with Park Place Technologies. 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. An FSE must be available to respond to customer issues 24/7 and service all equipment regardless of product training within the designated service area. They also 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. As an FSE, you must be willing to participate in After Hours Support Team (if assigned) - providing first response to incoming customer service requests after normal business hours or hours as assigned per customer contract. The customer support center may field and coordinate calls during scheduled and unscheduled hours.
What you ll be doing:
- 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.
- 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.
What we re looking for:
- 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 the Customer Needs first
- Proven ability to work independently, while exhibiting leadership and collaboration, when working with others
- CompTIA A+ and Server + preferred
- 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. Again, this is an extremely active position that requires walking, standing, squatting, bending, and driving for over 50% of the workday.
- Must be able to pass customer background screenings in addition to Park Place Technologies pre-employment screenings.
Bonus Points:
- 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
Education:
- High School Degree required
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).
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by calling 1-877-###-####.
Park Place Technologies is an Equal Opportunity Employer M/F/D/V.
Park Place Technologies has an in-house recruiting team that focuses exclusively on the hiring needs of our company. We are not currently accepting additional third-party agreements or unsolicited resumes. If you would like to be considered as a preferred partner with Park Place
Technologies, please submit your detailed information to ...@parkplacetech.com. Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies