Asc Customer Service Engineer

Job Location: Tucson, AZ

The Global Services Associate Program (GSAP) hires candidates locally and trains them centrally. Our Associates are developed through a structured program that combines intensive training and on-the-job mentored experience. This intensive role based-training includes an introduction to the storage industry, best practices and methodologies and the EMC way of doing business. For technical associates, training includes hands-on work with EMC products and platforms, operating systems and storage infrastructure tools. Associates will also receive the foundation necessary to achieve technical certifications (EMC and Non-EMC). Additionally: Learn to perform installations, preventative and remedial maintenance on EMC equipment at a wide variety of customer locations and environments. Work with assigned mentor, team members, customers and direct managers to gain full understanding of EMC products and culture. Adhere to administrative policies and escalation procedures.

• To learn, understand and begin routinely performing the following customer engineering responsibilities: Participate in the installation and servicing of EMC hardware and software under the guidance of assigned mentor


• Learn the basics of an install cycle, Performance of pro-active maintenance according to established procedures, Adhere to proper escalation procedures, Learn and adhere to the keys to success: understand their importance.


• Performance of part replacements as directed by PSE/CSC lab. This includes the timely and accurate submission of all associated documentation as well as part return within 24 hours of the event. Submit accurate Clarify cases at the completion of an event.


• Close all Clarify cases at the completion of an event; Assurance of complete customer satisfaction at the assigned accounts by adherence to the following: Prompt onsite arrival time, Technical expertise, Knowledge of customer environment, Professionalism, Periodic visits as needed


• Maintain account notebooks. Responsible for the maintenance of assigned inventory and test equipment.


• Attend Basic Symmetrix and Open System Classes at corporate training center. Attend courses as required to enhance existing skills and gain new technical capabilities.


• Perform other duties as required and directed by Senior Customer Engineers and Management.

Job ID: 109152BR

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