Customer Engineer

📋 Description

• • Deliver post-sales maintenance and professional services to Hitachi Vantara customers across New Zealand, ensuring alignment with customer support agreements.
• • Perform preventative maintenance on storage, server, and SAN/Fibre infrastructure in accordance with manufacturer-recommended procedures and microcode RGA targets.
• • Provide on-site break-fix remediation services, including troubleshooting, root cause analysis, and replacement of failing FRUs using diagnostic tools and technical documentation.
• • Install, configure, and implement new Hitachi Vantara solutions and upgrade existing platforms, requiring nationwide travel to customer sites.
• • Conduct equipment reconfiguration, relocation services, and engineering changes as required by customer specifications.
• • Deliver professional services including solution deployment, system optimization, and customer-specific technical implementations.
• • Maintain 24/7 rotational on-call support for critical customer issues, including after-hours response to service incidents.
• • Provide product demonstrations and basic training to customers and internal staff to enhance understanding of Hitachi Vantara technologies.
• • Identify and report new sales opportunities or potential customer risks to the national sales team in a timely manner.
• • Adhere to all Hitachi Vantara and customer onsite policies, procedures, and security requirements during service delivery.
• • Maintain accurate and timely case management records within CRM systems, including service logs, incident resolution, and customer interactions.
• • Manage spare parts returns efficiently and in compliance with company policy.
• • Log all time entries accurately in both CRM and Kimble time entry systems as required by Hitachi Vantara policies.
• • Collaborate with Global Support Center (GSC) and Field Service Engineers (FSEs) to escalate complex issues and ensure timely resolution.
• • Represent Hitachi Vantara professionally at customer locations, maintaining positive relationships with both technical and business stakeholders.
• • Demonstrate exceptional attention to detail, organizational skills, and the ability to remain calm and solution-oriented during critical incidents.
• • Work independently and as part of a team, adapting to evolving priorities and unexpected demands in a dynamic field environment.
• • Actively pursue learning opportunities to expand product knowledge and technical proficiency across Hitachi Vantara’s solution portfolio.
• • Uphold Hitachi Vantara’s core values in all customer interactions, administrative tasks, and team collaborations.