(USA-CA-Santa Clara) Systems Engineer
**Scope of Position** Systems Engineer (FE) performs delivery of service functions as required by our customers’ needs. FE ensures that the repair of customer equipment, and that it is ultimately functional according to the original manufacturer’s specifications. Responds to “after hours” emergency service requests. Tests and inventories all spare parts and systems in the local office. Customer Satisfaction is the primary goal. **Essential Duties and Responsibilities** 1. Responds to customer service requests within the contracted response time. 2. Field service engineers are to be prepared. * Checks with customers contact for equipments symptoms * Dials into the customers' system if necessary and possible * Brings all required spares plus whole unit replacement whenever possible 3. Analyzes, diagnoses and repairs customer reported problems. 4. Keeps the local Manager informed of service problems progress by calling within an hour of arriving on site with status. 5. Follows all escalation procedures as outlined in the company policy. 6. Provides technical support to peer field service engineers. 7. Polls customers after the completion of service calls to ensure that the call was done professionally, to their satisfaction, and in a timely fashion. Reports information to his Manager as needed. 8. Works to keep repeat calls to a minimum. 9. Preventive Maintenances are to be performed according to the schedule. 10. Site Audits are to be done according to policy and utilizing new singlePoint™ tool. 11. Assists in preparing zero spare analysis reports for new contracts and submits them to their Manager for review prior to the start of a contract. 12. Work areas and the general appearance of the office are to be clean, orderly and all systems are to be functional. 13. Increases one’s technical skills by studying OEM service manuals and via OJT on whole units available in lab. 14. Tests all parts prior to use if possible and a unit is available. 15. Produce technical tips on any undocumented or unique solutions to the resolution of problems to be reviewed by CSG. 16. Discusses call procedures and proposed resolutions with the Manager prior to all service calls to insure that calls are being handled in accordance with SMS procedures. 17. It is required that staff members adhere to dress requirements and professional conduct. 18. Completes assigned projects in a timely manner. 19. Returned parts from customer sites are to be tagged, tested and a decision is to be made on their disposition. 20. Enters into MAS500 the time and parts used during service calls, along with accurate serial numbers for parts replaced. 21. Helps maintain an accurate and accountable inventory on MAS500. 22. Manuals and Technical documentation are kept organized and returned after use. 23. Time cards, overtime, and expenses are to be submitted and entered in a timely fashion and in accordance with company policies. 24. Incoming inventory in entered is entered in MAS500, tested and shelf located within 7 working days. 25. Prepares Service Request Orders (SRO) forms. 26. Orders spare parts as required to maintain stocking levels and timely parts replacement. 27. Reviews inventory reports and ‘Field Returns’ daily. 28. All packing receipts for purchase order drop ships are to be reviewed and verified accurate then posted in MAS500. 29. Stage, test and install customer ordered equipment. **Minimum Qualifications** Bachelor of Science degree in Electrical Engineering, Computer Engineering, Electrical Technology, or equivalent work related experience. A minimum three to five years of experience in field service. Thorough product knowledge and skills in hardware and operating systems for any of the following products: * IBM pSeries Equipment (RS/6000) * IBM iSeries Equipment (AS/400) * IBM zSeries Equipment (Mainframes) * IBM xSeries Equipment * EMC Clariion Storage * EMC Symmetrix * EMC Connectrix * EMC Celerra * Sun Microsystems * Hewlett-Packard 9000 Unix, AlphaServer, Classic DEC AlphaServer and VAX, HP 3000 * Hewlett-Packard ProLiant servers * Dell PowerEdge servers * Dell CLARiiON Storage * Cisco Systems routers and switches * Fujitsu PRIMEPOWER * NetApp Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well. Possess a full understanding of customer service philosophy and procedures of the company. Possess the ability to be persuasive with customers, keeping “customer satisfaction” as a guiding factor. Have the skills to assist in motivating staff and deal effectively with performance problems. **Work Environment** Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of his job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. *Department:* Engineering *Location:* Santa Clara, CA
(USA-CA-Santa Clara) Systems Engineer
(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer from Jobs http://ift.tt/1k9UALw
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**Scope of Position** Systems Engineer (FE) performs delivery of service functions as required by our customers’ needs. FE ensures that the repair of customer equipment, and that it is ultimately functional according to the original manufacturer’s specifications. Responds to “after hours” emergency service requests. Tests and inventories all spare parts and systems in the local office. Customer Satisfaction is the primary goal. **Essential Duties and Responsibilities** 1. Responds to customer service requests within the contracted response time. 2. Field service engineers are to be prepared. * Checks with customers contact for equipments symptoms * Dials into the customers' system if necessary and possible * Brings all required spares plus whole unit replacement whenever possible 3. Analyzes, diagnoses and repairs customer reported problems. 4. Keeps the local Manager informed of service problems progress by calling within an hour of arriving on site with status. 5. Follows all escalation procedures as outlined in the company policy. 6. Provides technical support to peer field service engineers. 7. Polls customers after the completion of service calls to ensure that the call was done professionally, to their satisfaction, and in a timely fashion. Reports information to his Manager as needed. 8. Works to keep repeat calls to a minimum. 9. Preventive Maintenances are to be performed according to the schedule. 10. Site Audits are to be done according to policy and utilizing new singlePoint™ tool. 11. Assists in preparing zero spare analysis reports for new contracts and submits them to their Manager for review prior to the start of a contract. 12. Work areas and the general appearance of the office are to be clean, orderly and all systems are to be functional. 13. Increases one’s technical skills by studying OEM service manuals and via OJT on whole units available in lab. 14. Tests all parts prior to use if possible and a unit is available. 15. Produce technical tips on any undocumented or unique solutions to the resolution of problems to be reviewed by CSG. 16. Discusses call procedures and proposed resolutions with the Manager prior to all service calls to insure that calls are being handled in accordance with SMS procedures. 17. It is required that staff members adhere to dress requirements and professional conduct. 18. Completes assigned projects in a timely manner. 19. Returned parts from customer sites are to be tagged, tested and a decision is to be made on their disposition. 20. Enters into MAS500 the time and parts used during service calls, along with accurate serial numbers for parts replaced. 21. Helps maintain an accurate and accountable inventory on MAS500. 22. Manuals and Technical documentation are kept organized and returned after use. 23. Time cards, overtime, and expenses are to be submitted and entered in a timely fashion and in accordance with company policies. 24. Incoming inventory in entered is entered in MAS500, tested and shelf located within 7 working days. 25. Prepares Service Request Orders (SRO) forms. 26. Orders spare parts as required to maintain stocking levels and timely parts replacement. 27. Reviews inventory reports and ‘Field Returns’ daily. 28. All packing receipts for purchase order drop ships are to be reviewed and verified accurate then posted in MAS500. 29. Stage, test and install customer ordered equipment. **Minimum Qualifications** Bachelor of Science degree in Electrical Engineering, Computer Engineering, Electrical Technology, or equivalent work related experience. A minimum three to five years of experience in field service. Thorough product knowledge and skills in hardware and operating systems for any of the following products: * IBM pSeries Equipment (RS/6000) * IBM iSeries Equipment (AS/400) * IBM zSeries Equipment (Mainframes) * IBM xSeries Equipment * EMC Clariion Storage * EMC Symmetrix * EMC Connectrix * EMC Celerra * Sun Microsystems * Hewlett-Packard 9000 Unix, AlphaServer, Classic DEC AlphaServer and VAX, HP 3000 * Hewlett-Packard ProLiant servers * Dell PowerEdge servers * Dell CLARiiON Storage * Cisco Systems routers and switches * Fujitsu PRIMEPOWER * NetApp Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well. Possess a full understanding of customer service philosophy and procedures of the company. Possess the ability to be persuasive with customers, keeping “customer satisfaction” as a guiding factor. Have the skills to assist in motivating staff and deal effectively with performance problems. **Work Environment** Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of his job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. *Department:* Engineering *Location:* Santa Clara, CA
(USA-CA-Santa Clara) Systems Engineer
(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer,(USA-CA-Santa Clara) Systems Engineer from Jobs http://ift.tt/1k9UALw
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