Services Serviceability Engineer - Enterprise Products
Round Rock , Texas
November 20, 2017
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Enterprise Server Serviceability Engineer (SE) will be responsible for driving serviceability tenets into product design and assessing the service of products currently in development.  Serviceability encompasses three key tenets; Installation, Break Fix and Technical Support with an overarching focus on delivering diagnosis capabilities that improve customer experience and drive warranty costs down.  Direct experience with Dell PowerEdge Server products is important.
The SE will identify and communicate service strategies for new product technologies and solutions. He/She will be accountable for service technical requirements into product development cycles. Drive improvements in efficiency and effectiveness of diagnosis and troubleshooting tools through successive generations of products. Perform service training and product documentation reviews to ensure that installation, field replaceable unit (FRU) and customer replaceable unit (CRU) procedures are comprehensive and accurate. Specify and influence serviceability requirements into vendor deliverables for all serviceability tenets.  Perform serviceability assessments on hardware / software whenever necessary and/or review third party results for specification requirements. Have a direct engagement with PG Engineering and Core Teams to drive the serviceability improvements.
The ideal candidate will have a minimum of a Bachelor's degree or equivalent, 10+ years of service experience with computer products, be technically proficient and have a working knowledge of service and product offerings and a good understanding of the OLP process.  The candidate must be a self-starter, effective in setting priorities, have a desire to participate and lead teams, be capable of driving change and dedicated to deliver customer service needs into the design of Dell products and services offerings.  The candidate should be able to follow logical thought process and systematically identify and then eliminate potential points of a system or solution.
The SE will possess a working knowledge of Windows, Linux, Virtualization O/S's, iSCSI protocol, SAS protocol, iDRAC, Networking, RAID, SNMP. Working knowledge of removing and replacing hardware components within a system and disassembling systems for analysis including "best in class" ability to discover, detect, determine and quickly communicate in engineering language any impediments to Serviceability in an electronic drawing concept or engineering sample.  Possess understanding of cable routing and connector related service activities.
Understanding of remote deployment and troubleshooting strategies/techniques and online/offline diagnostic capabilities.  Experience with servicing and/or supporting computer systems including common tools and processes used by service organizations along with industry service best practices.

Job Family: Engineering Development
Job ID: R18618

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