Customer Engineer

Function

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks ­– can focus on achieving the incredible with data.   

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth.  We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

Job title Customer Engineer

Field Engineer Auckland Branch

Reporting to: Northern CS&S Manager

Job purpose

Work both individually and as part of the Services team to provide the delivery of Maintenance Support Services & Professional Services, Customer site management, break fix remediation services, Installation and Implementation Services, and to also provide technical assistance to the Hitachi Vantara Sales Teams nationwide.

Responsibilities

• Provide the timely and logical provision of post-sales support to Hitachi Vantara’s Customers in alignment with their specific support agreements.

• Perform preventative maintenance according to the recommended routines and procedures. Target to maintain an RGA level of microcode

• Provide problem management and escalation with the aid and support of the GSC, FSE’s.

• Perform the Installation and implementation of new Solutions and the upgrade of existing Solution platforms. This involves travel to sites throughout New Zealand.

• Service delivery of engineering and reconfiguring changes, equipment and site relocation services.

• Provide delivery and implementation of Professional Services

• Rotational roster - 24/7 on call support for Hitachi Vantara’s customers for the provision of remediation services.

• Conducting product demonstrations/training for customers and staff, providing clients with basic product knowledge of Hitachi Vantara solutions.

• Report new opportunities or threats to the Hitachi Vantara Sales Team.

• Comply with all published Hitachi Vantara policies and procedures.

• Perform all your duties in a manner that complies with Hitachi Vantara’s core values.

• Perform other duties as required or directed by your manager.

• Comply with Hitachi Vantara’s customers onsite rules and procedures

• Manage your case management admin and all other CRM admin in a timely fashion in our CRM

• Manage you’re your spare part returns in a timely fashion

• Manage your time entry in our CRM and Kimble time entry system as per Hitachi Vantara Policy

Profile

• Ideally some technical knowledge, specifically of SAN/Fibre/Storage and Server products

and solutions.

• Must have IT Industry experience.

• Experience with some or all of Windows Server, Linux, VMWare

• Experienced in a customer facing role and displaying a mature approach to service

delivery business.

• Must be a proven Team Player and team collaborator

• A track record of having a high level of Attention to detail

• Must take great pride in delivering professional outcomes.

• A willingness to learn and support Hitachi Vantara products in the field.

• Flexibility and a willingness to work outside of basic job spec.

• Available to provide 24/7 on call support.

• Available to work after hours from time to time for the delivery of post-sales

services to customers.

• Excellent verbal and written communication skills.

• Proficient with the use of Windows, MS Office, Outlook, IE, etc.

• The ability to work unsupervised as well as work in teams

• A Willingness to accept responsibility.

• Well organized, adaptable and clear thinker.

• Remains Cool in a crisis

• Will escalate issues immediately when necessary

• Innovative, actively looking for solutions to problems.

• Defense clearance desirable.

Competencies

• Able to, with the aid of, manuals, diagnostic tools, and product knowledge,

troubleshoot and identify root cause or failing FRU in response to a call for

remedial support.

• Able to install, configure and implement both Hardware and software products

• Able to follow process and procedures

• Must comply with Hitachi Vantara and customer reporting and administrative requirements.

• Personable – able to represent Hitachi Vantara positively to our customers and

Our staff.

• Articulate.

• Able to work in stressful environments and critical situations.

• Able to relate well to both customer business and technical staff.

• Motivated to leverage the most out of all training opportunities.

• Collaborate and share information and learnings with the team.

We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.