FSS/SR FSS
Location:
Rocky Hill , Connecticut
Posted:
November 18, 2017
Reference:
R18667
Why Work at Dell?
Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.
Technical/Functional Focus:
Diagnoses the most complex machine and customer environment issues. Utilizes diagnostic aids, tools, test equipment, technical bulletins, reference material and experiential expertise. Diagnosis also includes both proactive and reactive performance resolution. Builds complex configurations individually or in conjunction with Global Services personnel. Reviews and approves configurations and procedures as necessary. Advises customers, partners, and Global Services personnel on technical matters, such as complex issues and diagnostic techniques. In performing such duties, work is largely performed remotely via phone and online connection, and can also include onsite assistance particularly with pre-work planning and design. Performs and submits Root Cause Analysis reports. Drives suggestions to improve operating procedures through to the customer. Expertly recommends cross-functional technical training programs and may assist or instruct other Global Services personnel to increase technical ability and proficiency. Builds curriculum and conducts seminars for technical roles. Provides proactive support to the Global Services organization by performing configuration reviews.
Leverages knowledge and prior experiences to identify issue areas before install or upgrade work is started. Oversees hardware installations, engineering change orders, and sales changes on various equipment types. Provides machine and change installation assistance to less experienced field support personnel. Determines and develops approach for implementing maintenance programs that optimize machine performance and minimize data unavailability and data loss, while controlling EMC maintenance costs. Advises customer and assists in site preparation activities including complex configurations and design planning. Updates case notes and completion activities to EMCs CSI database and or other technical applications for Problem Reporting/Resolution. Effectively coordinates and leads cross functional resources to build action plan and resolve customers technical issues. Engages appropriate specialists, technical support groups as well as members of sales team. Represents EMC in a professional manner to customers, EMC Partners and other EMC personnel at all times. Provides proactive correction and ensures compliance with published technical alert and escalation procedures. Partners with Global Service Customer Support Organization, Engineering and
other internal EMC organizations to share learnings and provide recommendations for future product releases.
Administrative/Ind Development Focus:
Submits suggestions to improve operating procedures, reliability or maintainability, and cost control largely through articles in procedural guideline publications. Provides increased support and instruction to less experienced co-workers, through classroom training sessions or on-the-job mentoring. Acts as a mentor and assists or presents training development environments to peers, customers and other organizations. Educates employees in the writing of procedural guideline articles in technical publications. Prepares, maintains and submits activity/progress reports and time recording/management reports in accordance with published procedures. Maintain strong technical/product knowledge with both formal and informal training in contemporary technological areas. Uses discretion and good judgment to determine when escalation is appropriate.
Role Requirements / Recommendations:
Must have a valid driver's license and reliable automobile. Must carry a communication device. Travel time and hours outside of traditional 9-5 work arrangement may be required. May occasionally be requested to assist in moving equipment. 7+ years field/support experience in comparable IT environment. Proficiency in hardware, software and/or operating systems environments. EMC Proven Professional Certification desired.
SKILLS
Possesses strong product/technology/industry knowledge.
Communication skills.
Analytical ability.
Interpersonal skills.
Conflict resolution skills.
Ability to work independently.
Problem solving skills.
 RESPONSIBILITIES At this level, supports complex accounts Gains access and manages relationships with intermediate technical teams and department level IT leaders Assesses and verifies approach/method to selling enterprise/client products and services Verifies operability of complex product and service configuration within the customer's environment Understands, analyzes and applies industry and market knowledge to position value of the solution Understands and articulates strengths and vulnerabilities of the competition Consults with other sales engineers, leaders, or cross-functional technical groups to ensure consistent approach/application in complex accounts Intermediate level sales engineer with in-depth understanding of our product and services portfolio Qualifies complex sales opportunities in the terms of customer technical requirements, competition, decision making process and funding Presents the design and value of proposed solution and business case to customers, prospects and management at a senior level Understands and articulates third-party and/or Channel's role to create and position our solution
SKILLS
Possesses strong product/technology/industry knowledge.
Communication skills.
Analytical ability.
Interpersonal skills.
Conflict resolution skills.
Ability to work independently.
Problem solving skills.
 RESPONSIBILITIES At this level, supports complex accounts Gains access and manages relationships with intermediate technical teams and department level IT leaders Assesses and verifies approach/method to selling enterprise/client products and services Verifies operability of complex product and service configuration within the customer's environment Understands, analyzes and applies industry and market knowledge to position value of the solution Understands and articulates strengths and vulnerabilities of the competition Consults with other sales engineers, leaders, or cross-functional technical groups to ensure consistent approach/application in complex accounts Intermediate level sales engineer with in-depth understanding of our product and services portfolio Qualifies complex sales opportunities in the terms of customer technical requirements, competition, decision making process and funding Presents the design and value of proposed solution and business case to customers, prospects and management at a senior level Understands and articulates third-party and/or Channel's role to create and position our solution

Job Family: Product Services
Job ID: R18667

A little about us:
Dell is a collective of customer-focused, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities.

Know someone who would be interested in this job? Share it with your network.