Responsible for high level support of Dell released products through end of service life (EOSL). Leads the timely analysis of potential product defects identified either through formal escalations from regional Technical Support teams or from hands-on experience. Works cross- functionally with other engineering teams and selected technology partners to carry out action plans to close defects and/or information gaps. Engages external customers directly during issue analysis or to present findings. Works with quality, services, customer support and sustaining personnel in determining cause of failures, and monitors failure trends.
·Represents the Voice of the Customer User (VOC-U) in both reactive and proactive work.
·Communicates with regional Technical Support teams, Engineering teams, technology partners, and/or customers regarding product issues and resolution of those issues.
·Utilizes root cause analysis to drive technical issue resolution.
·Documents resolution strategies and results accurately within issue tracking tools.
·Assists sustaining engineering, quality and support personnel in determining cause of failures, and monitors for failure trends.
·Drives results through the appropriate Dell teams to prevent future occurrences.
·Escalates engineering issues to appropriate development teams and/or technology partners in a timely manner.
·Makes high-quality contributions via New Product Introduction (NPI) deliverables as defined by corporate process.
·Identifies and supports all opportunities to improve organizational execution, processes, and effectiveness.
·Good spoken English
·Excellent communication skills
·Knowledge in and 2+ years of experience of administration of a Windows-based software system or product
·1+ years of experience of technical support of a Windows-based software system or product.
·Analytical skills to evaluate and interpret complex situations/ problems using multiple sources of information
·Solid ability to easily achieve mastery of new tools and operating systems
·Solid understanding of hardware and software interactions; able to apply this understanding to resolve issues
·Knowledge in and experience of administration of:
With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell’s team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.
Why work with us?
·Life at Dell means collaborating with dedicated professionals with a passion for technology
·When we see something that could be improved, we get to work inventing the solution
·Our people demonstrate our winning culture through positive and meaningful relationships