Experienced Account Service Engineer
Location:
Las Vegas , Nevada
Posted:
November 21, 2017
Reference:
R20738
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RESPONSIBILITIES Assist and coordinate account management duties and functions across assigned geography and/or districts Manages a large number of accounts as well as the more complex accounts that include a variety of solutions. Leads technical and management conference calls; provides status updates to customer, Global Services management and account team Understands the customers'' needs and develops appropriate action plan to meet those needs in conjunction with account team Coordinates and plans required meetings at a frequency determined by the customer to plan, coordinate, and schedule MSS work events. Exhibits the ability to extract, track and trend data in presentation format to customer, sales, TS and CS management at meetings you arrange and co-ordinate for all agenda topics Demonstrates exceptional communication skill and presence by taking command of meetings and conference calls as required   Acts as the Sr Lead Account Engineer for escalations on specific problems relating to assigned accounts. Responsible for follow-up, root cause and fault resolution Takes on the role of Customer Advocate throughout the escalation process. Manages all communications during escalation management including conference calls, meeting minutes and works directly with the Escalation Manager (GEM) and the client Diagnose, manage and correct hardware/software problems that are of a complex in nature. Complete tasks in a timely and professional manner with minimal assistance. Utilize diagnostic aids, tools, test equipment, technical bulletins, and other available reference material Coordinates and provides change activity and installation assistance, engineering changes, and sales changes on assigned equipment types to less experienced field support personnel Responsible for all FCO's, TSE's, SYR cases and reports, connectivity records, ship not installed report and open case management on all assigned accounts Act as liaison to management and perform other duties as assigned by the District Service Manager.  Lifting requirement: Move/lift equipment (e.g., lift kit) weighing up to 25 lbs. to a height of up to 5 feet. Move/lift equipment (e.g., batteries to be placed onto the lift kit) weighing up to 70 lbs. to a height of up to 2 feet  Responsible for the mentor ship of ASEs (Account Service Engineers)  May be required to work overtime hours, May be required to work off-shift hours
Dell 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. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics.  Learn more about Diversity and Inclusion at Dell here .
Dell 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. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics.  Learn more about Diversity and Inclusion at Dell here .

Job Family: Product Services
Job ID: R20738

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