Diagnostic Specialist of Returned Parts & Systems

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. 

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. 

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. 

Job Title: Diagnostics Specialist of Returned Parts and Systems   Reports to: Manufacturing Manager 

Position Purpose: 

Troubleshoot, diagnose, and repair individual computer system components and completed computer systems. To follow the desired outcome of the server and/or components by setting up repair orders to carry out the required actions and capturing information with high detail. 

Vision and Values Commitment: 

Each employee’s position plays an important role in the success of AHEAD. To be part of the AHEAD team means to live by AHEAD’s values of Collaborate, Innovate, Drive, Serve, Grow and be committed to AHEAD’s vision of operational excellence, world-class customer service, and being known as a great company to both customers and employees.  

• Troubleshoot and diagnose defective hardware in computer systems. 
• Document detailed notes of troubleshooting steps and resolutions. 
• Manage and manipulate inventory for returned components and/or replacement parts. 
• Generate repair orders to carry out the requested outcomes for systems or components, including shipping and stocking. 
• Report defects identified by end users or shipping carriers on systems or components returned to AHEAD. 
• Assist in preventative/corrective processes and their evolution. 
• Provide the manufacturing teams with system diagnoses and fully functional systems when needed, unless otherwise noted. 
• Provide information to the documentation team on any relevant updates for returned systems. 
• Assist the support team in testing and reviewing returned systems and components. 
• Work with the support team on incident disposition and resolution for unknown or unexpected returns. 
• Collaborate with the engineering team on troubleshooting resolutions beyond our scope. 
• Work with the quality team on recurring issues and/or corrective actions. 
• Contribute to the team by accomplishing necessary tasks as needed.  

• A high school diploma or GED, or an additional three years of related on-the-job experience. 
• 3-5 years of experience in a computer hardware diagnostics environment. 
• Strong knowledge of server components and architecture. 
• Experience working with both Windows and Linux-based operating systems. 
• Solid understanding of computer networking principles. 
• Strong communication skills, both verbal and written. 
• Ability to work independently and as part of a team. 
• Ability to manage complex situations. 
• Problem resolution skills. 
• Demonstrate persistence and patience in problem-solving. 
• Ability to lift up to 50 lbs. 
• Preferred (but not required): 
• Experience with order entry systems. 
• Familiarity with inventory management processes. 
• Certifications in relevant hardware technologies (e.g., CompTIA Certifications, Dell EMC, HP, IBM). 

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits include: 

- Medical, Dental, and Vision Insurance 

- 401(k) 

- Paid company holidays 

- Paid time off 

- Paid parental and caregiver leave 

- Plus more! See benefits https://www.aheadbenefits.com/ for additional details.