1.
PREM, Technical Support Engineer
General Summary
Applies advanced systems level technical expertise to resolve standard to complex systems level customer issues. Customer issues may be received by Support Centers through automated dial-homes, voice initiated technical calls from EMC Customers, Customer Engineers, or remote maintenance calls and Web Support Calls. Identifies and provides resolutions to a diverse range of complex technical problems. Mentors others in providing validated technical information, support process instructions and special support requirements. Engineers provide problem determination and resolution for customer issues. Develop and implement resolutions to identified problems, and follows standard practices and procedures. Identifies, records and works with management to proactively revise current procedures and tools to improve customer satisfaction. May need to engage or escalate to more senior resources to resolve more complex issues.
Principal Duties and Responsibilities
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Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to complex system level issues. Identifies, documents and escalates customer issues to senior resources. Uses standard internal and external diagnostic test equipment and product trace and logging procedures.
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Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a “closed-loop” communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution. . Contributes to centralized problem identification and resolution database. Leads efforts in facilitating problem recreation and failure analysis of systems level issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate.
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Identifies and interprets interoperability and support matrixes. Identifies, reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Technical Support Departments.
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Communicates effectively to internal and external customers as necessary through a variety of mediums.
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Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
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Validates technical information and issues early warnings and disseminates information as needed. As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required.
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Continues to develop technical and business knowledge related to EMC products.
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Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies. Regularly submits content to the knowledge database.
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Regularly reviews and approves submitted content to the knowledge database.
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Escalates to senior resource or to engineering all necessary analysis to open engineering defect investigation.
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Trains and mentors less experienced team members in working technical issues through to resolution
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Help to manage the day to day workings of the business including the monitoring of work flow and metrics for the team.
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Help drive Support projects as assigned by management.
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Performs other duties as assigned.
Skills
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Position prefers a Bachelor of Science Degree in Computer Science, Engineering, or equivalent industry related experience.
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Pursuing or is established as SME in 2+ identified technical areas.
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Candidate must demonstrate working knowledge with major software/hardware vendor.
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Candidate must demonstrate ability to react quickly to interrupt driven workload and handle multiple tasks simultaneously.
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Candidate must demonstrate excellent customer service skills, including organizational, interpersonal communication, and presentation skills.
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A strong sense of urgency and professionalism is essential.
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Must have the ability to work independently and as part of a team, with minimal supervision.
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Must possess excellent research/technical and troubleshooting skills.
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Ability to support and communicate with customers over the phone or preferred communication method by customer.
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Internal candidates should demonstrate specific knowledge of EMC products. Familiarity with Customer Service Technical Support and/or customer facing/orientated environments is preferred.
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Education Required: Bachelors (or equivalent experience)
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Experience Required: 4+ Years
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Physical Requirements: No
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Other: Travel may be required.
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Language Skills Desirable.
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May be required to change work patterns as business dictates.
2.
Manager, Tech Support-Symmetrix
Principal Duties and Responsibilities:
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Manages the activities of a group or department of individual contributors and/or supervisors responsible for providing remote/on-site support in resolving customer and technical issues.
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Accountable for operational results in a 24X7 global environment in terms of group and department performance standards/metrics, customer satisfaction and budget/expenses. Manages the coordination, implementation, administration and execution of technical support programs, personnel, communications, projects, products, performance metrics/standards, as well as strategic policies and directives for assigned areas. Requires complete fundamental knowledge and awareness of goals and objectives. May participate in short and long term planning for assigned area.
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Decisions could have a moderate impact on achieving business results and may impact the short-term goals of the organization.
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Identifies issues, provides input and makes recommendations regarding Technical Support programs, tools, projects, products, process, metrics, training, standards and customers. Ensures that all issues are escalated in accordance with policy and procedures.
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Ensures that technical support programs are current with regard to upgrades, new product releases, trends, practices and cost.
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Collaborates with other managers to influence and ensure that assigned technical support area is meeting internal and external needs, operating efficiently, cost effectively and acquiring appropriate information to meet customer needs and generate accurate reports. Role will require customer contact on and offsite.
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Accountable for scheduling, work plans, technical direction, staffing, and performance management/development of employees in assigned areas.
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Performs other related duties as assigned.
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Some Weekends/Holidays and Travel may be required.
Skills:
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Needs to work cross functionally, cross culturally and with peers and senior management within a matrix reporting structure.
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Participates in projects across the organization to execute on business objectives.
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Must demonstrate excellent customer service skills, organizational, interpersonal, communication, presentation skills, including a strong sense of urgency and professionalism.
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External contact could require face to face contact and would focus on partners, customers and vendors.
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Knowledge of one or more of the following is beneficial: Storage Arrays, Networking, Host Systems/Applications (Unix or Windows), Connectivity,.
Work Experience Requirements:
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A minimum of four (4) years of technical support management experience in supporting products at the enterprise level.
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Proven team management skills with good track record of exemplary customer satisfaction and timely problem resolution.
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Experience with organizational or corporate start-up customer service operations.
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Ability to lead, motivate and direct a workgroup.
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Ability to identify and implement best practices across team members.
Education Requirements
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Bachelor’s degree or equivalent experience from a reputable University/Institute.
