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Customer Engineer

2 weeks ago

Singapore Hitachi Vantara Corporation Full time

**The Company**
Hitachi Vantara combines technology, intellectual property and industry knowledge to deliver data-managing solutions that help enterprises improve their customers' experiences, develop new revenue streams, and lower the costs of business. Hitachi Vantara elevates your innovation advantage by combining IT, operational technology (OT) and domain expertise. Come join our team and our employee-focused culture, and help drive our customers' data to meaningful customer outcomes.

**The Role**
Reporting to: Singapore CS&S Manager.

As part of the Customer Service & Support (CS&S) organization, a Customer Service & Support Engineer (CE) is a technical role focused on learning as well as providing direct support. CEs will work under the direction of a Senior CS&S Engineer, assisting in installations, configurations, implementation and/or maintenance, monitoring error logs and components remediation replacement break fix as needed. The CS&S Engineer will provide expanded core skills, maintain client relationships within geography, deliver solutions support, lead escalation resolution, and mentor partners/ customers.

**Responsibilities**
- Provide the timely and logical provision of post-sales support to Hitachi Vantara's Customers in alignment with their specific support agreements.
- Perform preventative maintenance according to the recommended routines and procedures. Target to maintain an RGA level of microcode.
- Perform hardware and software corrective maintenance/ break fix remediation according to procedures
- Provide problem management and escalation with the aid and support of the GSC, FSE's
- Perform the installation and implementation of new solutions and the upgrade of existing solution platforms.
- Service delivery of engineering and reconfiguring changes, equipment and site relocation services.
- Provide delivery and implementation of Professional Services
- Rotational roster - 24/7 on call support for Hitachi Vantara's customers for the provision of remediation services.
- Conducting product demonstrations/training for customers and staff, providing clients with basic product knowledge of Hitachi Vantara solutions.
- Report new opportunities or threats to the Hitachi Vantara Sales Team.
- Comply with Hitachi Vantara policies and procedures.
- Comply with customer site policies and process.
- Perform all your duties in a manner that complies with Hitachi Vantara's core values.
- Manage your case management admin and all other CRM admin in a timely fashion in our CRM
- Manage your spare part returns in a timely fashion
- Manage your time entry in our CRM and Kimble time entry system as per Hitachi Vantara Policy

**Competencies**
- Able to, with the aid of, manuals, diagnostic tools, and product knowledge, troubleshoot and identify root cause or failing FRU in response to a call for remedial support.
- Attention to details and able to follow process and procedures to install, configure and implement both Hardware and software products
- Able to work in stressful environments and critical situations.
- Able to relate well to both customer business and technical staff.
- Motivated to leverage the most out of all training opportunities.
- Team player and team collaborator to share information and learnings with the team.
- General knowledge, specifically of SAN/Fibre/Storage, Server, Operating Systems Windows Server, Linux, VMWare etc..
- Experienced in a customer facing role and displaying a mature approach to service delivery business.
- Flexibility and a willingness to work outside of basic job spec.
- Available to work after hours from time to time for the delivery of post-sales services to customers.
- Excellent verbal and written communication skills.
- Ability to work unsupervised as well as work in teams
- Willingness to accept responsibility, well organized, adaptable and clear thinker.
- Innovative, actively looking for solutions to problems.
- Possess a Good Degree in Computer Engineering, Electrical or Electronics Engineering.
- 3-5 years in a technical role with hands on experience installing and maintaining Hitachi product as well as a fundamental understanding of the key IT industry operating systems.
- Experience with Hitachi or like storage, SAN and network environments, is a plus
- Must be able to work weekends and nights for on-call duties and scheduled work
- Must be able to meet security clearance requirement
- Able to speak or understand any of the ASEAN foreign languages is a plus. Singapore Citizen Preferred

We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.