Principal Engineer, Field Service - South Carolina
At a glance
Senior Engineering Leadership role at Iawmqy. SC, United States · full-time · $96,390–$124,740 base.
techroles summary, based on the employer's posting.
What you'll do
- Lead investigations into complex customer system failures, recreating issues and using diagnostics to find a resolution
- Take charge of high-profile escalations, coordinating customers with engineering, support, sales and account teams
- Troubleshoot PowerEdge XE systems onsite, replace hardware and confirm systems recover after repairs
- Direct onsite technicians through recovery plans alongside field specialists, account teams and customer operations
- Keep customers updated through health checks, service reviews, recommendations and technical knowledge sharing
What you bring
- You have eight to twelve years of related professional experience
- You bring strong knowledge of PowerEdge hardware, including XE servers
- You can explain complicated technical problems clearly to nontechnical audiences and listen closely to customers
- You use strong analytical skills to resolve customer issues efficiently
Who this fits
This role suits an experienced engineer who can lead onsite recovery work and serve as the escalation contact for customer issues. You’ll also need to communicate directly with customers and guide onsite engineers and technicians.
From the employer
PowerEdge XE: Onsite Designated Support Engineer (DSE); Principal Engineer
At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization, and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution, and document the problem. Join us as a Principal Engineer on our DSE Product Services team!
What you’ll achieve
As an Onsite Designated Support Engineer (DSE); Principal Engineer for PowerEdge XE, you will be driving resolution for the customer’s technology sets. Customers benefit from personalized support, coordinated service events, and streamlined problem resolution. You will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards, and strategies to perfect our Support Services.
You will:
- Lead root cause analysis and recreation of complex customer system issues, leveraging advanced diagnostic tools and testing methodologies to drive resolution.
- Serve as the primary escalation point for high-visibility customer issues, coordinating with customers, engineering, technical support, sales, and account teams.
- Perform hands-on troubleshooting, hardware replacement, and physical remediation of PowerEdge XE environments, including validation of system recovery post-repair.
- Direct onsite engineers and technicians while driving real-time execution of recovery plans in collaboration with field specialists, account teams, and customer operations.
- Maintain proactive customer engagement through system health assessments, best practice recommendations, technical knowledge transfer, regular service reviews, and closed-loop communication on issue status and resolution.
Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:
Essential Requirements
8 to 12 years of related experience in a professional role
Dedication to quality customer service and active listening skills
Refined communication skills, especially when translating highly complex technical issues to a non-technical audience
Outstanding analytical skills to resolve customer issues efficiently in a timely manner
Strong knowledge of PowerEdge hardware
Strong knowledge of PowerEdge XE servers
Desirable Requirements
Bachelor’s degree or higher
Dell Technology Proven Professional Certification
Compensation
Dell is committed to fair and equitable compensation practices. The salary range for this position is $96,390 - $124,740
Benefits and Perks of working at Dell Technologies
Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member — right now at MyWellatDell.com
Who we are
We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.
Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.
Dell Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Read the full Equal Employment Opportunity Policy here.
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