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

Title: Specialist Customer Support Engineer Location: SWE-Göteborg

Ignite your career with Hitachi Vantara! We have a proven track record of creating the future for more than 100 years. Thousands of the most mission critical systems in the world’s largest enterprises use our solutions today. We’re going to change the way the world works and we’re going to make it a better place. Not by helping our customers and partners innovate but rather, by helping them intelligently innovate so they can deliver outcomes that truly matter for business and society.

Hitachi Vantara, a wholly owned subsidiary of Hitachi, Ltd., helps data-driven leaders find and use the value in their data to innovate intelligently and reach outcomes that matter for business and society. We combine 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. Only Hitachi Vantara elevates your innovation advantage by combining IT, operational technology (OT) and domain expertise. We work with organizations everywhere to drive data to meaningful outcomes.

Great careers start with innovation and here at Hitachi Vantara, our promise 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, diversity, and collaboration. Join our Hitachi family and together, let’s lead the way to extraordinary!

Job Description

  • 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

Principle Accountability

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 Hitachi Vantara delivery methodology is adhered to during this work

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

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 Hitachi Vantara knowledge management systems to resolve customer incidents & questions

  • Structure, organisation and management of technical problems/inquiries 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 Hitachi Vantara, and initiate actions using the appropriate improvement process

  • Understand and adhere to the processes and responsibilities defined by the Hitachi Vantara quality management system

  • Comply with all published Hitachi Vantara policies and guidelines

Teamwork

  • Ensure effective team work and communication in all engagements – with customer staff, Hitachi Vantara account teams and Services colleagues

Opportunity Identification

  • Whilst undertaking implementation and maintenance service work continually seek further opportunities for Hitachi Vantara 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 Vantara products and services

  • Take advantage of all types of available education material to broaden skills and develop areas of specialization 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)