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Dell Field Service Senior Engineer - Wayne, NJ in Warren Township, New Jersey

Field Service Senior Engineer

At Dell Technologies, we take pride in providing our customers with a quality of service that more than matches the quality of our products. Our Field Service team is integral to making sure the service to our customers is seamless, responsive and focused. Taking our technical skills to customer sites, we’re responsible for everything from installation, configuration and integration, through to maintenance, troubleshooting and repair. Customers see us as a trusted liaison who can understand precise needs on a host of admin and technical matters. We also work closely with our designers, solution managers and sales specialists to provide solutions. Join us to do the best work of your career and make a profound social impact as a Field Service Senior Engineer on our team in Wayne, NJ .

As a Field Service Engineer, you will be responsible for all technical deliverable for the defined scope or territory including deployment, installation, configuration, implementation, integration, maintenance, troubleshooting and repair of company and multi-vendor systems solutions, which may include hardware, software and networking products as well as operating systems. Serves as company liaison with customer on administrative and technical matters. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps or engineers

Key Responsibilities

  • Performs advanced troubleshooting techniques to address complex technical issues; utilizes independent discretion and decision-making authority to assess and adjust technical solutions based on the specific client issue

  • Addresses escalated technical issues from less experienced team members; activities are diverse in nature and require independent judgment in determining the most appropriate course of action for the specific technical issue

  • Works autonomously in providing on-site technical support to customers; autonomously in delivering installation services

  • Prepares documentation to record and track project status

  • Monitors performance of junior technicians

  • Works closely with delivery leadership to ensure delivery goals are met and all SLAs are achieved

  • Escalation management

Essential Requirements

  • 5+ years of related experience with a Bachelor’s degree; or 3+ years with a Master’s degree; or a PhD without experience; or equivalent experience

  • Highly skilled in hardware, software and/or operating systems environment

  • Good knowledge of Desktop support and Service Desk

  • Strong customer relationship management

  • Strong Analytical skills

  • Ability to influence others to achieve results

  • Advanced mentoring/coaching skills and team management skills

Desirable Requirements

  • ITIL, PMP, MCS/MCSE or other hardware certifications preferred.

Dell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and play—providing customers with the industry’s broadest and most innovative technology and services portfolio. We value our customers, winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and unparalleled learning and development opportunities— all at a company that is proud to be diverse and inclusive. Learn more on how we are closing the diversity gap here. (https://jobs.dell.com/diversity-and-inclusion)

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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