Dell Sr. Advisor, Enterprise Technical Services - Storage Division in Hopkinton, Massachusetts
Leads efforts in facilitating problem recreation and failure analysis of systems level issues.
Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.
May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Dell Technology Technical Support coworkers as appropriate.
Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues.
Identifies, documents and escalates customer issues to senior resources.
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
Maintains a closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
Responsible for sharing all acquired knowledge concerning problem resolution.
Contributes to centralized problem identification and resolution database may provide senior or expert level tasks similar to Engineering for assigned products or skills. "
Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies.
Regularly submits content to the knowledge database.
Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions.
Identifies, documents and reports design, reliability and maintenance issues.
Gains support and commitment from others and mobilizes people to take action.
Understands and leverages Dell Technology''s technical communication structure. Sphere of influence extends well outside of the department.
Ability to work in a team environment
Analytical ability Communication skills
Customer Service skill
Education and Experience
Typically requires 8+ years of related experience with a Bachelor’s degree; or 6+ years with a Master’s degree; or 3+ years with a PhD; or equivalent experience
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Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.
Critical Hiring Criteria:
Customer Service & Support
200 - STORAGE CORPORATE
US - Massachusetts - Hopkinton