Customer Engineer* Job in Birmingham, Alabama US
Customer Engineer*
GENERAL SUMMARY Perform preventive and remedial maintenance of EMC maintained products at customer locations in different operating environments. Must be able to work with limited supervision as directed by management and adhere to administrative policies and escalation procedures. PRINCIPAL DUTIES AND RESPONSIBILITIES Technical/Functional Focus: Adheres to product specific guidelines, procedures, and best practices. Diagnose system malfunctions to isolate problems to EMC, other OEM vendors or software and develop appropriate action plans. Perform pro-active and reactive maintenance and hardware FCOs according to established procedures. Adheres to proper escalation procedures. Perform part replacements and hardware firmware (microcode/FLARE) upgrades as assigned or directed. Updates CSI at the completion of an event. Assure complete customer satisfaction by adherence to the following: Prompt onsite arrival time, Technical expertise, Professionalism. Must communicate with customer before, during, and at the completion of the activity. Includes the timely and accurate submission of all associated documentation as well as parts returns within 24 hours of an event. Submit accurate and timely expense reports, EAS/CSI updates, and timecards. Maintains all assigned spare parts, tools and test equipment. Perform other duties as assigned by supervisor or senior employee. Attends training classes as required to develop and maintain a working knowledge of EMC equipment, software, and OEM equipment. Mentors Associate CEs. Role Requirements / Recommendations: 2 Years as a Customer Engineer or related experience. Ability to develop action plans for issues of limited complexity. Must have a valid driver's license and reliable automobile. Must carry a communication device. May be required to work overtime. May be required to work Alternative Work Schedule. May be required to move equipment up to 50 lbs. EMC Proven Professional Certification desired. SKILLS Strong technical aptitude. Ability to build, repair or prepare assemblies across EMC's product line. Troubleshooting skills. Problem solving skills. Able to adapt to change. Ability to lead, motivate and direct a workgroup.