This position is called an Implementation Delivery engineer, but it is also a Customer Service Engineer. The key requirements include a solid background in Symmetrix (from a hardware perspective) combined with several years of field/customer engineering experience.
The Implementation Delivery Engineer will be providing services to external customers. The extent of these services will include installing, upgrading, configuring, troubleshooting and supporting EMC products, and the integration of these products with others in a dynamic customer environment that may be complex.
PRINCIPAL DUTIES AND RESPONSIBILITIES
* Technical Functions
Provides software related custom integration and implementation support of EMC products at the customer site involving expanded and often complex configurations in unique and idiosyncratic environments; this may include pre-site inspection, design work, initial installation, troubleshooting, implementation, customization, integration, and product orientation for the customer.
Performs expanded and often complex and/or extended-stay software implementations. Implementation functions may include; designing work plans and installation procedures, configuring network interfaces, configuring file systems, configuring IP/FC/iSCSI Host Base Adapters (HBAs), running scripts, zoning and masking, installing and upgrading software/code, testing/validating final product solution and developing appropriate customer configuration guides. Assists in more complex software implementations.
Installs or upgrades EMC software and hardware products in complex Open Systems environments. Installation functions include: technical planning, design review including providing feedback on solution, the creation of implementation configuration files, running/storing cables, defining and applying hardware/software settings and setting up remote support.
Demonstrate system capabilities, review software operation and management tools, and provide information to customer concerning the operation and use of EMC products implemented.
Maintains understanding of existing or potential customer software/hardware and machine situations. Troubleshoot problems that arise.
Proactively alerts customer of potential problems based upon strong working knowledge of software and hardware compatibility within the customer's unique IT environment. Actively works to educate others in the region and nationally on potential problems and resolutions Provides knowledge transfer throughout and at the completion of assigned projects. May support other activities as needed.
* Customer Functions
Works with customer throughout entire process to ensure satisfaction through resolution of customer situations, handling product issues, pre-installation site planning, installations/implementations/integrations, and upgrades.
Successfully manages relations with Customers utilizing negotiation and influencing skills to acquire the internal and external resources necessary for optimal results.
Supports delivery team in developing Statements of Work and Project Plans. Regularly communicates status of project and all relevant customer issues to the project owner. When applicable, advises project owner on level of effort required to perform assigned implementations.
Works with GS management as required during difficult customer situations. Works in conjunction with colleagues to ensure effective resolution of moderately complex technical issues encountered during assigned implementations. Takes all appropriate actions steps to ensure customer is comfortable signing off on Project Completion Form and obtain customer sign-off. Completes internal end of project reports.
* Administrative/Individual Development Function
Keeps Project Managers informed of activities, alerting of any issues promptly. Provides updates to companys case tracking system and or other technical applications for software implementation and Problem Reporting/Resolution. Stays current on technical specifications and hardware requirements of software products, including new and soon to be released products. Adheres to proper alert and escalation procedures. Keeps appropriate management personnel informed in accordance to Company policies. EMC Proven Professional Certification desired. Ability to work independently with very little assistance or supervision 2+ years of field support in a comparable IT environment Understanding of Storage Systems and Operating Systems. Travel time and hours outside of traditional 9-5 work arrangement may be required. Must be willing to carry a communication device. Driver's license and reliable transportation required. May occasionally be requested to assist in moving equipment.
* Customer Service skill. * Solid Symmetrix skills from a hardware perspective * Strong technical aptitude. * Analytical ability. * Problem solving skills. * Ability to multi-task. * Ability to influence others to achieve results. * Organizational skills.