 |
※ PRINCIPAL DUTIES AND RESPONSIBILITIES Provides Level 2 and Level 3 post-sales software support on a majority of EMC Software products, at the customer site, including programming/diagnostics, debugging, installation for upgrade and performance maintenance. Works closely with EMC Sales, Professional Services, other Field Customer Service personnel, Technical Support and the customer to ensure a smooth transition from start-up to production mode. Engages the capabilities of Technical Support and more experienced co-workers when necessary to optimize the result for the customer.
• Adheres to proper Customer Service alert and escalation procedures. • Stays current on technical specifications and hardware requirements of EMC. Trains customer personnel when authorized by Customer Service management. • Maintains awareness of existing or potential customer software and machine situations. Proactively alerts customer and manager of potential problems based upon working knowledge of software and hardware compatibility in the customer''s environment. Represents EMC in a professional manner to the customer at all times. • Performs complex and/or extended-stay software installations. Successfully manages relations with Customers utilizing well-developed negotiation and influencing skills to acquire the internal and external resources necessary for optimal results. • Prepare, maintain and submit service and troubleshooting records, service reports, expense reports and time cards. Performs according to established safety standards. Reports unsafe situations and recommends improvements. • Installs and debugs EMC software products in a Mainframe and/or Open Systems hardware environment. Will participate in and may direct others in testing or evaluating advance engineering changes and Program Temporary fixes. • Diagnoses and corrects hardware/software problems that are complex in nature. Completes these tasks in a timely and professional manner, with assistance as required. |