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CS&S Customer Engineer job in Copenhagen

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Job Ref:  018019
Employer:  Hitachi
Country:  Denmark
City:  Copenhagen
11/10/2016 00:01
Job Title: CS&S Customer Engineer
Reporting To: CS&S Area Manager
Direct Reports: None
Location: Jylland (Jutland), Denmark

  • Support product installation and implementation as a member of a project team
  • Deliver maintenance support services
  • Support customer incident resolution
  • Ensure high standard of customer satisfaction at all times - both external and internal


  • Undertake specific site planning, product installation and implementation tasks as directed by the project lead and the technical lead for implementation projects
  • Ensure adherence to the physical/logical design signed-off by the customer
  • Assume personal responsibility for customer satisfaction with the work undertaken
  • Ensure effective communication with all other project team members
  • Ensure that standard HDS delivery methodology is adhered to during this work

  • Assume prime responsibility for delivery of maintenance support services in nominated accounts
  • Ensure customers are briefed on new microcode releases & engineering changes and timely implementation of these changes
  • Perform preventive maintenance according to recommended routines and procedures
  • Coordinate ordering of parts required for maintenance/repair and the return of removed/unwanted parts
  • Participate in regular service review meetings and ensure overall customer satisfaction with maintenance service delivery
  • Maintain up-to-date site configuration information
  • Participate in the standby rotation to ensure effective coverage of all service areas

  • For nominated accounts, act as the first point of contact for incidents raised by the customer or by HiTrack and provide the initial response to those incidents
  • Ensure effective incident identification and resolution, including timely escalation of support groups & management
  • Ensure the CS&S process and proper use of Case Management System are adhered to
  • Make effective use of HDS knowledge management systems to resolve customer incidents & questions
  • Structure, organisation and management of technical problems/enquiries in defined product areas as well as execution of all necessary support processes


Quality service delivery
  • At all times maintain a high standard of professionalism and ensure high customer satisfaction
  • Identify opportunities for improving customer care, whether internal or external to HDS, and initiate actions using the appropriate improvement process
  • Understand and adhere to the processes and responsibilities defined by the HDS quality management system
  • Comply with all published HDS policies and guidelines

  • Ensure effective team work and communication in all engagements - with customer staff, HDS account teams and Services colleagues

Opportunity identification
  • Whilst undertaking implementation and maintenance service work continually seek further opportunities for HDS products and services
  • Ensure all opportunities identified are raised with management and account teams

Skills development
  • Continually develop personal skills and experience
  • Maintain up to date knowledge of all core Hitachi Data Systems products and services
  • Take advantage of all types of available education material to broaden skills and develop areas of specialisation having agreed those areas with management

  • Perform other duties as required or directed by management, e.g. lab teacher

  • Profound theoretical knowledge of products (hardware/software/network) and service procedures as well as all information provided (Alert/Tech Tech Tips/eSupport)
  • Formal technical education or at least 3-5 years IT industry experience
  • Well organised, adaptable and clear thinker
  • Strong communication and interpersonal skills
  • Willingness to accept responsibility and ownership
  • Innovative, actively looking for solutions to problems
  • Fluency in English and Danish
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