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Customer Support Engineer (m/f/x)

Location: Stuttgart Germany
Job ID: 1010871HV
Date Posted: Jun 1, 2021
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Profession (Job Category): Customer Service & Contact Center Operations

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Meet our Team

We represent Hitachi Vantara to enterprise clients across industries, establishing business relationships to understand customer challenges so that we can deliver profitable business for Hitachi products, services and solutions. We collaborate as a team and cross-functionally to ensure the success of our customers; success that is celebrated and shared. Our solutions bring value to every line of business and we need people like you to build those deep relationships and to passionately articulate our value proposition.

What you'll be doing

As a Customer Support Engineer you will work individually and as part of a team to provide technical support, account co-ordination, problem determination and installation support to the Hitachi Vantara Customer base, as well as interlock and support the Sales and System Engineer organization in Germany.
  • Interface for Customer, Customer Engineer, Consultants, Partner.
  • Coordinate Services Resources according to business requirements
  • Act as the customer's primary contact point for issues - questions
  • Act as a consultant for Professional Services
  • Manage the implementation of additional hardware and software provided by Hitachi Vantara
  • Manage completion of preventive maintenance and provision of engineering changes and software updates
  • Manage the resolution of all incidents relating to the Hitachi supported infrastructure
  • Coordinate the activities of third-parties supporting Hitachi at the customer
  • Provide out-of-hours support as necessary to maintain good customer service
  • Maintain Hitachi Vantara Hard- and Software
  • Identify the resources required to resolve the incident and ensure they are assigned
  • Develop the incident action plan
  • Coordinate activities to ensure root cause identification and incident resolution, including timely escalation to support groups - management
  • Issue regular written updates to the customer
  • Proper use of Clarify and effective use of Hitachi knowledge management systems
  • Ensure effective team work and communication in all engagements - with customer staff, Hitachi account teams and Services colleagues

What you bring to the team
  • Technical university/BA (or equivalent education) with previous experience as Consultant/Engineer
  • Previous experience as a Storage Engineer or equivalent end user experience with Hitachi Vantara or competitor-products (preferably EMC, NetApp, IBM, HP)
  • Wide experience in Server-, OS-, Network-, Vmware, SAN- and Storage environment and interested in new software related solutions
  • Tool affinity
  • Excellent interpersonal and communication skills
    • Fluent written and spoken German
    • Very good knowledge of written and spoken English
  • Organizationally very strong
  • Very precise and detail-oriented
  • Control-oriented
  • Lots of initiative - "independent" worker

Our Company

Hitachi Vantara is part of the Global Hitachi family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. Diversity of thought is welcomed and our employee base is represented by several active Employee Resource Group communities. We offer industry leading benefits packages (flexible working, generous pension and private healthcare) and promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.

Our Values

We strive to create an inclusive environment for all and are open to considering home working, compressed/flexible hours and part-time arrangements. Get in touch with us to explore how we might be able to accommodate your specific needs.

We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. With Japanese roots going back over 100 years, our culture is founded on the values of our parent company expressed as the Hitachi Spirit:

Wa - Harmony, Trust, Respect

Makoto - Sincerity, Fairness, Honesty, Integrity

Kaitakusha-Seishin - Pioneering Spirit, Challenge

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