Service Engineer

As a Service Engineer at SPAN, your main responsibilities will include troubleshooting complex product issues escalated from Tier 1 and 2 support, managing field service dispatches, and collaborating with teammates to resolve technical challenges. You’ll be involved in using non-GUI product access tools for troubleshooting, creating scripts, and managing critical communications between installers and customers.

To be considered for the Service Engineer role at SPAN, you need at least 2 years of experience in a similar position, such as a service engineer or product support engineer. Proficiency with ticketing tools like Zendesk or JIRA is essential, along with a strong ability to troubleshoot networking issues and IoT devices. Excellent communication skills and an empathetic approach towards customers are also required.

At SPAN, career growth is actively encouraged. Service Engineers are provided opportunities to deepen their technical skills, participate in feedback loops with engineering teams, and contribute to the development of troubleshooting documentation. Additionally, an open culture fosters continuous learning and sharing of knowledge among colleagues, making it an ideal environment for career advancement.

The culture at SPAN is all about collaboration, diversity, and teamwork. As a Service Engineer, you'll work closely with like-minded professionals who value open communication and creativity. Team-building events and a strong focus on a positive work environment make SPAN a supportive place to grow both personally and professionally.

As a SPAN Service Engineer, you'll be using various tools for troubleshooting, including SSH and CLI for higher-level diagnostics. Familiarity with Linux systems, SQL, and command line interfaces will also be beneficial, along with technical troubleshooting experience with software and hardware products.

When prioritizing urgent requests, I assess the severity and impact of the issue on the customer. I utilize a structured approach that involves understanding the service level agreements and communicating clearly with the customer while coordinating with internal teams to ensure a swift resolution.

Certainly! In my previous position, I encountered a recurring issue with a networking device affecting multiple customers. I systematically traced the problem through logs and identified a firmware bug. After collaborating with the development team, we rolled out a patch that resolved the issue for all users.

I believe in breaking down complex technical concepts into simple terms that are relatable to the customer. I use analogies and visual aids when necessary, taking the time to ensure they understand the situation and the steps we are taking to resolve their issue.

I regularly dedicate time to stay updated with industry trends and new technologies. I participate in webinars, take online courses, and engage in discussions with colleagues to learn from their experiences. This proactive approach helps me provide better support and solutions to our customers.

During a product launch, I encountered a surge in support requests. I maintained focus by categorizing issues based on urgency and impact. I communicated effectively with the team and prioritized tasks to ensure we addressed the most critical problems while keeping customers informed throughout the process.

I utilize ticketing systems and personal productivity tools to keep track of all incoming requests. Setting priorities based on deadlines and SLAs allows me to manage my time effectively, ensuring no request goes unanswered while also keeping meticulous notes on each customer interaction.

I often rely on a methodical approach: gather data, reproduce the issue, isolate variables, and test potential fixes incrementally. This technique not only helps in identifying the root cause but ensures that the solution is effective and repeatable.

I love the problem-solving aspect of being a Service Engineer. Every day presents new challenges, and there’s immense satisfaction in resolving complex issues and making a positive impact on the customer’s experience.

I encourage open communication and the sharing of knowledge among team members. Regular meetings where we discuss ongoing issues, lessons learned, and brainstorming sessions help build a supportive culture that fosters collaboration and team bonding.

I'm passionate about renewable energy and electrification, which aligns perfectly with SPAN's mission. Working with a company that prioritizes innovation, sustainability, and a strong team culture is an exciting opportunity for me to contribute my skills to a meaningful cause.