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Customer Engineer

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Location: Melbourne Australia
Job ID: 1021720HV
Date Posted: Nov 28, 2022
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Profession (Job Category): CS&S

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Job title Field Service Engineer

Field Engineer Melbourne Australia Branch

Reporting to: The A/NZ CS&S Manager

Job purpose

Work both individually and as part of the Services team to provide the delivery of Maintenance Support Services & Professional Services, Customer site management, break fix remediation services, Installation and Implementation Services, and to also provide technical assistance to the Hitachi Vantara Sales Teams.

Responsibilities
  • Provide the timely and logical provision of post-sales support to Hitachi Vantara's Customers in alignment with their specific support agreements.
  • Perform preventative maintenance according to the recommended routines and procedures. Target to maintain an RGA level of microcode
  • Provide problem management and escalation with the aid and support of the GSC, FSE's
  • Perform the Installation and implementation of new Solutions and the upgrade of existing Solution platforms.
  • Service delivery of engineering and reconfiguring changes, equipment and site relocation services.
  • Provide delivery and implementation of Professional Services
  • Rotational roster - 24/7 on call support for Hitachi Vantara's customers for the provision of remediation services.
  • Conducting product demonstrations/training for customers and staff, providing clients with basic product knowledge of Hitachi Vantara solutions.
  • Report new opportunities or threats to the Hitachi Vantara Sales Team.
  • Comply with all published Hitachi Vantara policies and procedures.
  • Perform all your duties in a manner that complies with Hitachi Vantara's core values.
  • Perform other duties as required or directed by your manager.
  • Comply with Hitachi Vantara's customers onsite rules and procedures
  • Manage your case management admin and all other CRM admin in a timely fashion in our CRM
  • Manage you're your spare part returns in a timely fashion
  • Manage your time entry in our CRM and Kimble time entry system as per Hitachi Vantara Policy


Profile

The ideal applicant will possess a desire and willingness to become a field support engineer servicing enterprise class data storage and compute solutions hardware in the enterprise space.

We are seeking someone who has had experience in a customer facing role, providing support services to IT products. Possibly PC's and laptops. This person is someone who wants to expand and grow their skills in enterprise class equipment. Ideally the person will have had at least two years general experience.

The role requires a general IT technical knowledge, a mechanical aptitude, and an aptitude to managing and driving hardware through software interfaces. Experience with customer service is also essential.
  • A general knowledge, specifically of SAN/Fibre/Storage and Server products and solutions.
  • General experience with some or all of Windows Server, Linux, VMWare etc ..
  • Experienced in a customer facing role and displaying a mature approach to service delivery business.
  • Team Player and team collaborator
  • Attention to detail
  • Must take great pride in delivering professional outcomes
  • Flexibility and a willingness to work outside of basic job spec.
  • Available to provide 24/7 on call support.
  • Available to work after hours from time to time for the delivery of post-sales services to customers.
  • Excellent verbal and written communication skills.
  • Experience using Windows, MS Office, Outlook, IE, etc.
  • The ability to work unsupervised as well as work in teams
  • A Willingness to accept responsibility.
  • Well organized, adaptable and clear thinker.
  • Remains Cool in a crisis
  • Will escalate issues immediately when necessary
  • Innovative, actively looking for solutions to problems.


Competencies
  • Able to, with the aid of, manuals, diagnostic tools, and product knowledge, troubleshoot and identify root cause or failing FRU in response to a call for remedial support.
  • Able to install, configure and implement both Hardware and software products
  • Able to follow process and procedures
  • Must comply with Hitachi Vantara and customer reporting and administrative requirements.
  • Personable - able to represent Hitachi Vantara positively to our customers and Our staff.
  • Articulate.
  • Able to work in stressful environments and critical situations.
  • Able to relate well to both customer business and technical staff.
  • Motivated to leverage the most out of all training opportunities.
  • Collaborate and share information and learnings with the team.


All qualified applicants will receive consideration for employment without regard to race, color, religion, place of origin, ethnic origin, national origin, ancestry, age, sex, sexual orientation, gender identity, transgender status, genetic information, mental or physical disability, marital status, pregnancy, veteran status, or any other characteristic protected by applicable national, state, or local law.
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