中国设计中心

职位：International Product Support Advisor – 06000P00(Client Engineering(CDC))
发布时间：2007-02-13
工作地点：上海
信息来源：中华英才网
职位类型：全职
职位描述

International Product Support Advisor – 06000P00(Client Engineering(CDC))中国设计中心

工作性质：全职

工作地点： 上海

发布日期：2007-02-12

截止日期：2008-02-12

招聘人数：若干

薪水：面议

工作经验：不限

学历：不限

简历语言要求：中文

语言能力：不限

职位描述：

Description

Enterprise International Product Support Engineer

General Summary:

The Enterprise International Product Support Engineer role consists of four main areas: Eng. Level Product Support, New Product Introduction Activities, On-site in-depth problem analysis/resolution, and Technical Support Engineering activities.

The first objective of this role is to provide Enterprise Server, Storage, and Software product centric, engineering level technical analysis in resolving post-Sale, post-Release product issues. This is primarily a Lab based role tasked with utilizing in-depth technical analysis methodologies and tools.

The second objective of this role is to drive product reliability and serviceability by providing customer and/or field focused information into the ESG Product Release Process (PRP)

The third objective of this role is to provide on-site representation for ESG in the technical resolution of critical customer incidents/situations. This Engineer will engage as necessary in conducting on-site analysis utilizing advanced debug techniques and/or coordinating information between the customer location and Dell. Additional responsibilities for this position include providing the highest escalation level of technical support for Dell's products to Regional tech support organizations

The fourth objective of this role is to improve the technical incident resolution process for ESG Products. This engineer becomes intimately knowledgeable to the processes and tools utilized by Regional Technical Support (Worldwide) and drives improvements in all areas of the resolution process by improving/reviewing/sustaining Trouble Shooting Trees, Assessing/Improving Training content, Analyzing call drivers/trends, and improving process flow

Principal Duties and Responsibilities:

Conduct Engineering level analysis and root cause isolation for post-sale, post-RTS product issues reported on any component in the Dell Enterprise solution (hardware/firmware/software areas, SCSI /Network environments). Travel to customer locations in Asia Pacific region as necessary to perform root cause analysis and present solutions for escalations according to prioritization. Act as an interface for escalations to Development if required to resolve customer issues. Publish Product Support Quick Notes, Alerts, and Technical Assistance Bulletins. Communicate new product issues to tech support.

Qualifications
In-depth understanding of various Operating System Architectures (MS, LINUX, NOVELL), networking, and industry protocols (SCSI, PCI, SAS, SATA etc). Ability to identify potential product weakness and be able to provide design guidance and recommendations for improvements to subsequent redesigns. Able to drive problem-solving strategies for complex problems that involve cross-functional disciplines. Problem solving and analysis skills. Ability in organizing and managing multiple projects, setting priorities and working independently under aggressive timelines. Negotiation and persuasion skills, Proficient in reading and understanding technical data sheets. Understanding of machine characteristics that affect software systems. Fluent in both spoken and written English.

Degree in Computer Science, Engineering, or related field.

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公司介绍：
中国设计中心

CDC - 中国设计中心

·2000年7月戴尔开始了计算机相关设计工作，目的在于促进包括新的系统平台、外围设备、软件和服务产品的研制，以满足特定客户的需要和市场要求。

·2002年7月，戴尔中国设计中心（CDC）落户上海，支持公司以客户为中心的全球领先技术，加强了戴尔台式机产品设计和开发工作。

WWPO - 全球采购据点

·在香港、上海、深圳和台湾建立了国际采购网点，以加强与供应商在中国的伙伴关系，提高戴尔在全球的采购效率。

·戴尔在中国采购大量零部件，包括附件、光驱、印刷电路板、软驱、显示器、扬声器、键盘、鼠标和输入输出设备。年采购量超过120亿美金

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