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Hours Full-time, Part-time
Location Dallas, TX
Dallas, Texas

About this job

DescriptionIgnite your career with Hitachi Vantara! We have a proven track record of creating the future for more than 100 years. Thousands of the most mission critical systems in the world s largest enterprises use our solutions today. We re going to change the way the world works and we re going to make it a better place. Not by helping our customers and partners innovate but rather, by helping them intelligently innovate so they can deliver outcomes that truly matter for business and society.
Hitachi Vantara, a wholly owned subsidiary of Hitachi, Ltd., helps data-driven leaders find and use the value in their data to innovate intelligently and reach outcomes that matter for business and society. We combine technology, intellectual property and industry knowledge to deliver data-managing solutions that help enterprises improve their customers experiences, develop new revenue streams, and lower the costs of business. Only Hitachi Vantara elevates your innovation advantage by combining IT, operational technology (OT) and domain expertise. We work with organizations everywhere to drive data to meaningful outcomes.
Great careers start with innovation and here at Hitachi Vantara, our promise is to deliver insights that power smarter businesses and inspire social innovation solutions for a healthier, safer future. The key to our innovation is our people -- our culture values respect, diversity, and collaboration. Join our Hitachi family and together, let s lead the way to extraordinary!

Role Purpose
Work individually or as part of a team to provide technical support, account co-ordination, problem determination assistance and installation support to HDS Customer base and Sales/SE organisation.
Key Responsibilities
  • Timely and logical solution of mainly storage and server technologies and associated infrastructure problems,
  • Providing problem management through the use of support management tools and interfacing with the local country teams and Global Support organization,
  • Performing preventive maintenance according to recommended routines and procedures,
  • Installation of new equipment and field modifications, using written instructions,
  • Providing timely advice or assistance on technical matters,
  • Ensuring high levels of Customer satisfaction for assigned Customers,
  • Observing equipment down-time reporting procedures and complete site documentation, as directed by superior,
  • Understand the responsibilities and fulfil the associated actions required by those elements of the Quality System, as defined in HDS Policies and Procedures, appropriate to the job function,
  • Identifying opportunities for improving Customer care, whether internal or external to HDS, and initiates actions using the appropriate improvement process,
  • Communicates with customer on an ongoing basis on all aspects of service support,
  • Primary escalation point for the customer on any support related issues,
  • Customer facing representation of HDS support methodology, all support related reporting between HDS and customer, SLA and SLO control, etc.,
  • Applies ITIL best practices for Project Management and Change Management,
  • Understands the customer business priorities,
  • Maintains a complete understanding of the service and of the customer's state, identifying opportunity and up selling areas,
  • Supervision and control of partner installation and preventative maintenance activities including planning and scheduling,
  • Supplies the necessary technical information for renewal to the Account Manager/CS&S Manager,
  • Tracks the Installed Base of the customer and verify it with internal team including new orders data management on Insight together with Account Manager,
  • Monitoring and management of CS&S/ISP Engineers training and certification levels,
  • Monitoring and management of Customer Service Request governance for Country specific services KPIs,
  • Manage Independent Service Partner ecosystem and relationship including periodic reviews,
  • Control over local support capabilities and issues including ISP geographic and product coverage, spare parts support and other issues,
  • Manage and involve customer support requests in case of any escalation, onsite intervention may be required,
  • Acting as Service Delivery Manager for some customers which are agreed by Management Team,
  • Acting as CS&S representative in front of customer to improve customer satisfaction by visiting with account team in case of any escalation request,
  • Other duties as assigned by manager.

Associated topics: help desk, information technology support, network, patient, pc, support analyst, technical support, technical support specialist, technician i, technology