Hitachi Data Systems Specialist Customer Support Engineer - 021244 in Göteborg, Sweden

Title: Specialist Customer Support Engineer Location: SWE-Göteborg

Ignite your career with Hitachi Data Systems (HDS)! Great careers start with innovation and here at HDS, our mission is to deliver insights that power smarter businesses and inspire social innovation solutions for a healthier, safer future. The key to our innovation is our people -- our culture values respect, individuality, and collaboration.

Hitachi Data Systems, a wholly owned subsidiary of Hitachi, Ltd. with approximately $4 Billion in revenue, is the best partner to help enterprise organizations accelerate their digital transformation. Businesses are looking to digital transformation to innovate, uncover new revenue streams and form new business models, and these experiences are driven through data. No one knows data like Hitachi. We have helped the world’s largest and most complex organizations with one thing – data. We have a proven, integrated portfolio of services and solutions that enable this digital transformation through enhanced data management, governance, mobility and analytics.

Transform today and thrive, with HDS, tomorrow!

JOB DESCRIPTION

Job Title: CS&S Customer Engineer

Reporting To: CS&S Area Manager

JOB PURPOSE

  • 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

PRINCIPAL ACCOUNTABILITIES

A. PRODUCT/SOLUTION IMPLEMENTATION

  • 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

B. MAINTENANCE SERVICE DELIVERY

  • 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

C. INCIDENT RESOLUTION

  • 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

D. GENERAL

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

Teamwork

  • 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

Other

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

All staff have a statutory duty to take reasonable care for their own health and safety and that of others who may be affected by what you do or do not do at work and to co-operate with your Employer on matters of Health and Safety.

ENTRY CRITERIA

  • Conversant with written and spoken English

  • Formal technical education or 3 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

  • Willingness to travel and to work weekends and out of hours (including shift and standby)

  • Profound theoretical knowledge of products (hardware/software/network) and service procedures as well as all information provided (Alert/Tech Tech Tips/eSupport)