Senior Field Engineer

Fujitsu is a leading provider of customer-focused information technology and communications solutions for the global marketplace. Pace-setting device technologies, highly reliable computing and communications products, and a worldwide corps of systems and services experts uniquely position us to deliver comprehensive solutions that open up infinite possibilities for our customers' success.

Headquartered in Sunnyvale, Calif., Fujitsu Computer Systems is a wholly owned subsidiary of Fujitsu Limited committed to the design, development and delivery of advanced computer systems, application infrastructure software products, and managed services for the business enterprise. Through its TRIOLE strategy, the company offers a complete line of scalable and reliable servers, storage and middleware solutions, high-performance mobile and client computers, as well as professional services. Fujitsu Computer Systems has established itself as a strategic solutions provider to the world's leading organizations by offering technology innovation, customer choice, exceptional product quality and reliability, as well as outstanding customer service.



We are seeking Field Engineers in the northeastern US to support a major customer. Positions are located at various customer sites within the northeastern US. Locations are: Stamford, CT; Weehawken, NJ; and New York City.



Our Field Engineers are recognized for their exceptional technical (hardware and machine level software), and customer problem management expertise. Initiative must be demonstrated in all aspects of performance of assigned responsibilities and must be promoted in others through example and encouragement.



Responsibilities include:Achieve customer satisfaction objectives.Provide a focal point for communication between Fujitsu and its customers.Deliver customer support, services, and solutions that give customers a competitive advantage and maximize profits to Fujitsu. Take a leadership role in the delivery of hardware and software services within the account group.Serve as the tactical decision maker on behalf of customers for technical issues, including but not limited to escalation, logistics, additional technical resources and service disappointmentsDiagnose and correct failures in assigned hardware products to restore proper operation in minimum time, seldom requiring assistance.Diagnose and correct system malfunctions related to various operating system platforms, i.e. OS390, Open Systems or NT.Troubleshoot, diagnose and fix digital logic malfunctions.Use test/diagnostic equipment such as a PCs and digital multi-meters.Provide phone assistance to customers and/or team members.Distinguish between hardware and software problems across a multi-vendor environment.Demonstrate expertise in machine level software and related tools.Implement ISO 9001 processes and procedures within account group.Adhere to defined logistic and escalation procedures.Demonstrate and adhere to Fujitsu safety practices and procedures.Active participant in Account Planning sessions.Keep Fujitsu management appropriately informed and involved in customer issues.Provide second level Technical Support on assigned hardware within the territory. Maintain working knowledge of Fujitsu diagnostic and maintenance tools to assist in solving customer problems. Instructs other team members in their use when requiredEstablish and maintain site log information, appropriate spares inventory, updated diagnostics and documentation, and adhere to ISO 9001 procedures. Assist less experienced team members to improve their technical and team related skills.Participate in Team standby rotation.
REQUIREMENTS
3+ years customer support experience in a similar role.Experience in one or more of the following: IBM AIX RISC 6000 P series, Sun Solaris, Sun Fire, HP, EMC, Dell Must be able to work with minimal supervisionExcellent communication skills - oral, written, customer interfacing Ability to develop effective relationships with others and communicate with account personnel as appropriate.Excellent organizational, time management and project management skills.Team player