Principal Engineer, Field Service - Warren, Ohio
Ohio, United States1w ago
Free account needed to apply or save. It takes a minute, and we'll bring you right back to this job.
How well do you match this job?
Key details
- Location
- Ohio, United States
- Work style
- Onsite
- Level
- Lead / Staff+
- Job type
- Full-time
- Experience
- 8–12 yrs
- Function
- Software engineering
- Focus area
- other
- Posted
- 1w ago
Skills
About the role
PowerEdge XE: Onsite Designated Support Engineer (DSE); Principal Engineer
At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization, and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution, and document the problem. Join us as a Principal Engineer on our DSE Product Services team Warren, Ohio.
What you’ll achieve
As an Onsite Designated Support Engineer (DSE); Principal Engineer for PowerEdge XE, you will be driving resolution for the customer’s technology sets. Customers benefit from personalized support, coordinated service events, and streamlined problem resolution. You will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards, and strategies to perfect our Support Services.
You will:
- Lead root cause analysis and recreation of complex customer system issues, leveraging advanced diagnostic tools and testing methodologies to drive resolution.
- Serve as the primary escalation point for high-visibility customer issues, coordinating with customers, engineering, technical support, sales, and account teams.
- Perform hands-on troubleshooting, hardware replacement, and physical remediation of PowerEdge XE environments, including validation of system recovery post-repair.
- Direct onsite engineers and technicians while driving real-time execution of recovery plans in collaboration with field specialists, account teams, and customer operations.
- Maintain proactive customer engagement through system health assessments, best practice recommendations, technical knowledge transfer, regular service reviews, and closed-loop communication on issue status and resolution.
Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:
Essential Requirements
8 to 12 years of related experience in a professional role
Dedication to quality customer service and active listening skills