Job DescriptionPowerEdge XE: Onsite Designated Support Engineer (DSE); Principal Engineer At Dell Technologies, we take pride in providing our customers with a quality of service that more than matches the quality of our products. Our Field Service team is integral to making sure the service to our customers is seamless, responsive, and focused. Taking our technical skills to customer sites, we're responsible for everything from installation, configuration, and integration, through to maintenance, troubleshooting and repair. Customers see us as a trusted liaison who can understand their precise needs on a host of admin and technical matters. We also work closely with our designers, solution managers, and sales specialists to provide solutions.
What you'll achieve: As an Onsite Designated Support Engineer (DSE); Principal Engineer for PowerEdge XE, you will be driving resolution for the customer's technology sets. Customers benefit from personalized support, coordinated service events, and streamlined problem resolution. You will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards, and strategies to perfect our Support Services
Join us as a
Principal Engineer on our
DSE Product Services team!
ResponsibilitiesYou will: - Be responsible for facilitating problem recreation and failure analysis of customer systems issues and recommending and utilizing a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.
- Work with Field Technical Specialists, Account Managers, Sales, and other Dell Technology Technical support co-workers to address multiple high visibility customer issues and escalations involving communication with customers, engineering, and management.
- Actively perform hands-on troubleshooting at the customer's location for expedient remediation of their PowerEdge XE environment at the rack, node, and component level.
- Execute hands-on hardware replacements and physical remediation.
- Validate system restoration post-repair
- Direct and coordinate onsite engineers/technicians during remediation
- Drive real-time execution of recovery plans while collaborating with other onsite field specialists and account team members.
- Partner direction with customer Site Operations teams: Providing updates, taking action on feedback, and redirecting remediation priorities.
- Act as single point of contact for customer escalations with ability to have proactive system health checks, best practice/capacity recommendations and technical knowledge transfer
- Host regular customer meetings to review Service Requests and ongoing activities.
- Maintain a "closed loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status
QualificationsTake the first step towards your dream career Every Dell Technologies team member brings something unique to the table. Here's what we are looking for with this role:
Essential Requirements - 8 to 12 years of related experience in a professional role
- Dedication to quality customer service and active listening skills
- Refined communication skills, especially when translating highly complex technical issues to a non-technical audience
- Outstanding analytical skills to resolve customer issues efficiently in a timely manner
- Strong knowledge of PowerEdge hardware
- Strong knowledge of PowerEdge XE servers
Desirable Requirements - Bachelor's degree or higher
- Dell Technology Proven Professional Certification
CompensationDell is committed to fair and equitable compensation practices. The salary range for this position is $90,720 - $124,740.
Benefits and Perks of working at Dell TechnologiesYour life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member - right now at MyWellatDell.com
Who we areWe believe that each of us has the power to make an impact. That's why we put our team members at the center of everything we do. If you're looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we're looking for you.
Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.
Dell Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Read the full Equal Employment Opportunity Policy here.
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