Intl Prod Supt Engineer Job at Dell

[Jobrib]

Job Title: Intl Prod Supt Engineer II (9 month contract ; cover for maternity leave)

Job ID: 130008PP

Organisation: Dell

The core responsibilities of this job involves leading the timely analysis of potential product defects — identified either reactively through formal escalations from regional Technical Support teams or proactively from hands-on experience — and working cross-functionally with other engineering teams and selected technology partners to carry out action plans to close defects and/or information gaps.

Engineers regularly engage external customers directly during issue analysis or as required, to present findings at an engineering level of detail.  As engineer expertise, experience, and understanding of customer user needs grow, job responsibilities shift increasingly toward proactive efforts to improve both the quality and usability of new products and solutions, as well as organizational capabilities and operational processes.

Principal Accountabilities:  –  Perform analysis to true technical root cause of product support escalations and capture issues. Provide timely analysis needed to drive containment and corrective actions within the LOB and supplier

For quality issues, drive investigations, capture and root cause analysis to component level

Conduct failure analysis of captured field parts to component level, create and publish failure analysis reports

Ability to identify potential product weakness and be able to provide design guidance and recommendations for improvements and subsequent redesigns

Proficient in reading and understanding technical data sheets.  Ability to read and understand circuit schematics and/or mechanical drawings

Represent the Voice of the Customer User (VOC-U) in both reactive and proactive work.

-     Communicate effectively with diverse audiences – regional Technical Support teams, Engineering teams, technology partners, and/or customers.

•   Drive technical issues to resolution per objectives leveraging effective root cause analysis.

•   Document resolution strategies and results accurately and with engineering rigor in provided issue tracking tools.

•   Escalate engineering issues to appropriate development teams and/or technology partners in a timely manner.

•   Make high-quality contributions via New Product Introduction (NPI) deliverables as defined by corporate process.

•   Contribute to better corporate products and process through formal submission of 'Lessons Learned'.

•   Identify and support all opportunities to improve organizational execution, processes, and effectiveness.

- As required, onsite travel may be necessary to identify and resolve customer's escalations

Qualifications: – Networking knowledge (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP);

•   Expert knowledge of at least one PC Operating System

•   Must possess a strong ability to multitask simultaneous escalations.

•   Strong verbal and written communication skills are required.

•   Strong Troubling Shooting Skills using ATS.

- EE Qualification an advantage;

•   Microsoft certification

•   3rd level qualification in Electronic Engineering or Computer Science.

•   8+ years experience in electronic/computing environment

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Primary Location: Europe, Middle East, Africa

Schedule: Full-time

Shift: Day Job

Job Level: Individual Contributor

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