Onsite Field Service Engineer at Park Place Technologies in Cleveland, Ohio

Job Description:

Onsite Field Service Engineer

The Onsite Field Service Engineer is dedicated to a specific client site for all work responsibilities. 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 Onsite 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.  Work in a 24/7 shift environment.  During normal business hours this is a function of our customer support center.  Onsite Field Service Engineers typically work in Windows based environments.

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. 


• 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, storage area 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 Astea time reporting utility.

What we’re looking for:

• 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.


• Must possess a valid driver’s license and an appropriate driving record based on the position travel requirements.

Bonus Points:

•  A+ Certification and other OEM computer hardware certifications from major vendors such as Dell, IBM, HP, etc. are helpful.


• Associates Degree in related field (i.e., Computer Science, Engineering), preferred.

Education:

• High School degree required

Travel:

• Must be able to work assigned shifts at customer data center sites.

 

 

 

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 1-877-778-8707.

 

 

 

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 careers@parkplacetech.com. Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.

 

 

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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