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Job Ref:  016998
Employer:  Hitachi
12/10/2016 00:06
Job title: Field Solutions Support Engineer
Reporting to: Geo Field Solutions Support Manager

Job Overview:

As a Field Solutions Support Engineer, you will manage the installation, maintenance, configuration, and customization of HDS and third-party storage solutions. This is a wide-ranging, hands-on technical lead role that will require flexibility, exceptional communication talents, and the ability to constantly upgrade your skills while developing new ones. This will require that you work closely with clients and Field Technicians to ensure that all client needs are met, and that clients fully understand the functionality of their storage solutions

Job Functions
Specific duties in this role will include:
-Maintaining a high level of expertise (SME Level) in consolidated storage solutions - including SAN connectivity and host software integration
-Taking proactive measures such as solution health-checks to prevent issues before they occur. Ensure these are as well implemented as best practices and processes in the field.
-Act as the SME (subject matter expert) to provide general support to Field Engineers in the assigned solution areas
-Maintaining a high standard of professionalism and ensuring high customer satisfaction
-Undertaking the role of technical lead for specific projects, tasks, escalations as assigned
-UCP Deployment Support
-Work closely with GSS, partner and client organizations to ensure all baseline UCP solution installation and configuration activities have been accomplished and are in alignment with stated client deployment requirements.
-Ensure a smooth transition from pre sales to post sales for all UCP deployments to guarantee a successful customer implementation
-Be a focal point for ongoing Solutions Support to ensure that HDS meets the expectations established during planning and deployment activities
-Managing the resolution of both complex solution-oriented incidents and product faults using a structured approach and relevant HDS toolsets
-Identifying opportunities for improving customer care, whether internal or external to HD
-Ensuring effective team work and communication in all engagements with customer staff, HDS account teams, and Services colleagues
-Continually seeking further opportunities for HDS products and services
-Maintaining up to date general knowledge of all core HDS products and services, as well as relevant third-party products and operating systems
-Maintaining 24/7 on-call availability as needed
-Utilizing and driving best practices

-Performing other duties as required or directed by management

Primary Qualifications:

-As a Field Solutions Support Engineer, you must be a well-organized, adaptable, and clear thinker with the ability to effectively manage competing business priorities. You must have the ability to coordinate/manage projects between customers, local delivery teams, and remote teams, and to work calmly and effectively under pressure at customer sites. It is also important that you display excellent verbal and written communication, interpersonal, and presentation skills, as well as the ability to interact well with customers, users, senior level management, sales teams, and your technical peers

Specific qualifications for the role include:

-5-10 years of IT industry technical support experience
-Solid understanding of how to work with customers to define and solve data storage related problems
-Expert knowledge of HDS solutions, including storage, connectivity, file & content, software, and performance
-Firm commitment to superior customer service
-Excellent analytical, troubleshooting, and problem solving skills
-Solid training and mentoring skills
-Good documentation and reporting skills
-Working understanding of design and documentation, and of Knowledge Base available to assist in fault resolution
-Outstanding incident-resolution skills and the ability to lead and manage difficult situations both up- and down-stream
-High degree of proficiency in written and spoken business English
-Willingness to travel to client sites as required
-Bilingual or multilingual (English, French, Spanish, etc.), a plus

Other: depending on the Geography there is an amount of travel required
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