Opportunity

The Advanced Engineering Group and their L3 Senior Technical Engineers are crucial to the success of service operations company-wide. These L3 engineers typically have many years of product experience/expertise and a proven high degree of success with timely accurate problem resolution. These individuals are leveraged as thought leaders for the various technical areas they represent; and as such are called upon to provide product leadership in regard to new product development, steady-state support, and educator.

Regions: All Regions

Essential Functions

• Must be able to manage the client and field engineering, exhibiting excellent communication skills as well as securing client confidence in Top Gun to maintain their equipment.
• Interface directly with the Client’s high-level crisis escalation management teams.
• Will be client-focused and client-driven to deliver the utmost customer service.
• Highly qualified in the mission critical NetApp products operating environment and peripherals to provide L3 oversight. Must have direct in-depth knowledge of NetApp diagnostics, tools, and utilities to facilitate remedial service and assist Field Service in meeting contractual Customer SLA.
• An SSE reviews new equipment for maintainability to ensure that our field and staff can obtain the resources required to maintain the equipment under contract i.e. training, parts, equipment, etc.
• Occasionally involved in site audits and on-boarding of new technology to provide the guidance required for maintenance.
• Works with Logistics to assist in the acquisition of parts for sparing, associated parts definition, and researching compatibility of parts, as well as assessing the probability of failure.
• Works with Sales to assess the feasibility of client requests and review sales proposals for potential issues i.e. firmware levels, patch issues, additional hardware requirements, and compatibility issues.
• Develops and deploys “Call Home” or remote monitoring solutions.
• Develops and delivers internal training classes.
• Evaluates OEM and third-party training classes for content and value.
• Utilize tools, and content, within corporate intranet to deliver technical communications.
• Able to travel to and from client sites nationally as required.
• Able to lift, push, or carry objects weighing 50 pounds.
• Able to thrive in a team environment where resolutions may require a group effort and end of shift workload turnover is required and seamless to our clients.

Minimum Qualifications:

The desired applicant will have attended some college, technical school, or equivalent with 15+ years’ experience with NetApp Storage products hardware and backup application experience accompanied with secondary experience in EMC/DELL storage hardware or Server experience.

Preferred Qualifications:

• Experience with the Maintenance Services business.
• Strong oral, written, and interpersonal communication skills to work effectively with internal and external customers.
• High level of expertise on enterprise storage hardware as well as a solid understanding of the environments in which they may be deployed.
• IBM storage products software experience in OS support on the hardware platform
• Experience with system installation, hardware replacement procedures, and firmware upgrades.
• A background in Engineering, Service, and Support is a requirement; however, experience in direct field service is not required but preferred.
• Solid problem-solving skills where problems may be complex or hard to diagnose
• Possess the ability to be persuasive with customers, keeping “customer satisfaction” as a guiding factor.

Interpersonal skills:

• Strong telephone etiquette skills ensure constructive, professional relationships with colleagues and clients. Active listening and written communication follow-up are just as necessary to knowing how to tactfully communicate directions. A “client first” attitude is inherent in every step an FE takes. Patient, and the ability to work as a team while effectively juggling multiple tasks.

Working Conditions or Additional requirements:

• This position requires the ability to lift 50lbs by one’s self and up to 100lbs with assistance. Field Engineers are required to be in a 7x24x365 Standby rotation and able to travel to and from client sites with a reliable vehicle.

Benefits:

• Health, Dental and Vision
• 401K