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Principal Engineer, Technical Support

Kawasaki, Japan 掲載日 02/14/2020

Key Responsibilities

  • Engage and take an ownership on complex technical incidents in order to prevent out of process escalations.
  • Ensure customer escalations are handled in an efficient, effective, & professional manner to minimize customer impact.
  • Produce formal documentation for major escalation, summary report, analysis report.
  • Customer communication to close the incident.
  • Drive required Critical Success Factors and Key Performance Indicators and provide in RCA, improvement action and feedback as needed

Essential Requirements

  • Minimum of 5 years in a technical support function (E.g. customer engineer, team leader, senior engineer) or equivalent service industry experience required.
  • Minimum of 5 years in a customer interface function.
  • Strong analytical / problem solving skill across the wide range of industry hardware and software.
  • Proven business acumen, intellectual capability, verbal and written communication with Japanese.
  • Possess a customer-focused mentality and accountability for assigned escalation/incident.

Desirable Requirements

  • Technical certification (Network, Storage, VMware, Software)
  • ITIL foundation v.3 certification
  • English communication both verbal and written
  • Knowledge of Dell Enterprise Products

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

If you’re ready to play a key role at the heart of outstanding account services, this is your opportunity to develop with Dell.

Job Family: Engineering Graduates Product-Services Global-Services Job ID: R058336








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