Service Engineer

Overview

Job Profile Name On-Site Service Engineers - AI Data Center

Job Code D00500

Job Profile Summary

• On-Site Service Engineers (OSEs) are critical to ensuring the operational success of AI Server systems by providing expert hands-on maintenance, troubleshooting, and rapid recovery of Dell hardware and infrastructure solutions at customer locations. OSEs are responsible for ensuring up time, reliability, and customer satisfaction through timely and expert-level technical support. OSEs collaborate with cross-functional teams to develop recovery protocols, perform root cause analysis, and deliver preventive measures.
  
  They also provide training, maintain service records, and ensure customer satisfaction through professional and timely service.
• The OSE role is vital for delivering Dell's commitment to excellence in field services, especially in high-impact enterprise environments.
• This common OSE contract requires the OSE to report to one or more customer sites.

• On-Site Support – Provide on-site technical support for AI Server systems, ensuring rapid recovery and minimal downtime
• Design and implement standard procedures
• Perform corrective maintenance on AI Servers, including part replacements and hardware firmware upgrades with precision and accountability
• Expertly diagnose complex system malfunctions to isolate issues to Dell, other OEM vendors, or software, and execute appropriate action plans
• Perform proactive and reactive maintenance and hardware Field Change Orders (FCOs) per established procedures
• Enforce safety, quality, and documentation guidelines during interventions
• Perform initial system health checks and environmental audits to ensure compliance with operational standards
• Orchestrate with logistics teams for expedited delivery of critical parts during high-priority outages; often managing multi-million dollars of inventory.

• Collaborate strategically with Customer Delivery Executive (CDE) Technical Customer Success Managers (TCSM), AI Data Center Functional Leaders, Technical Engineers, and the Field Service Manager (FSM) to develop and implement recovery protocols
• Conduct root cause analysis to identify issues and implement preventive measures to avoid future occurrences
• Communicate effectively with customers and internal teams before, during, and after service activities to ensure transparency and satisfaction
• Actively identify recurring issues and propose process enhancements or automation opportunities to improve service efficiency and reduce downtime across customer environments.
• Conduct and actively contribute to on-call rotations or extended hours support (when required)
• Collaborate with engineering teams to validate firmware updates and compatibility before deployment
• Author comprehensive technical documentation for recurring issues and share with global support teams

• Provide training and support to team members on tool usage and standard procedures
• Champion knowledge sharing and mentor Associate and Career-level Customer Engineers to foster team growth and expertise
• Commit to ongoing professional development by attending required training classes to maintain a working knowledge of DELL or Dell Technologies equipment, software, and OEM systems
• Design and implement quick-reference guides for common troubleshooting scenarios to reduce resolution time

• Proactively manage assigned spare parts, tools, and test equipment
• Ensure accurate and timely updates of service records, including timely and accurate submission of Customer Satisfaction Index (CSI) updates, expense reports, and timecards
• Ensure prompt parts returns
• Follow proper escalation procedures as required
• Perform additional duties with precision and accountability by the supervisor
• Accurately document and track information gathered, and steps performed, ensuring clear and organized records for reference and reporting
• Conduct rigorous audits of inventory levels monthly to ensure adequate stock for critical components
• Design and implement and present weekly operational summaries for leadership highlighting key service metrics and trends

• A…