Customer Service - Support Engineer

Salt Lake City UT
30+ days ago

Job Description

Meet our Team

We provide post-sales support of Hitachi Vantara ("Hitachi") Storage solutions. Our team is the first line of on-site field system support for hardware, software, and SAN networking to customers and field personnel on-site at customers or remotely that includes installation, maintenance, upgrades and emergency systems support.

What you'll be doing
  • Provide post-sales support of Hitachi Vantara ("Hitachi") Storage solutions. Perform installation, maintenance, upgrades and emergency systems support
  • Provide pre-sales support to sales and marketing teams to architect workable and deliverable technical solutions that address customer needs
  • Provide first level customer account management
  • Being first point of call for emergency product and systems support both within standard hours and during nonstandard hours
  • Provide timely and logical resolution to Hitachi related hardware, software and system problems
  • Perform preventative maintenance according to standard requirements
  • Provide assistance and guidance to pre-sales and sales team on any Hitachi related customer problems
  • Coordinate all CS-S support activities at customer site
  • Project Managed all agreed services such as installation, planning - design, implementation, assessment, contracted services etc.
  • Actively sell value-add services such as Hitachi Select Care Services, Managed Storage services, Training and other contracted services
  • Comply with all reporting procedures and documentation
  • Develop, document and maintain up to date customer installation profiles
  • Identify opportunities for improving customer service
  • Identify and report to sales teams, opportunities for additional sales within customer accounts
  • Responsible for maintaining up to date knowledge and skills in line with identified business needs and directions
  • Provides on-going product support to customers from initial usage to ongoing problem resolution
  • Maintain all assigned spare parts, tools and test equipment. Ensure that all replaced spare parts are checked in to logistics

What you bring to the team
  • 4+ years in a technical role with hands on experience installing and maintaining Hitachi or similar hardware and software storage solutions
  • Customer service experience
  • Fundamental understanding of the key IT industry operating system
  • A degree in Computer Engineering, Electrical or Electronics Engineering
  • Understanding of commercial business fundamentals, industry knowledge, customer service support procedure knowledge

Our Company

Hitachi Vantara is part of the Global Hitachi family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. Diversity of thought is welcomed and our employee base is represented by several active Employee Resource Group communities. We offer industry leading benefits packages (flexible working, generous pension and private healthcare) and promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.

Our Values

We strive to create an inclusive environment for all and are open to considering home working, compressed/flexible hours and flexible arrangements. Get in touch with us to explore how we might be able to accommodate your specific needs.

We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. With Japanese roots going back over 100 years, our culture is founded on the values of our parent company expressed as the Hitachi Spirit:

Wa - Harmony, Trust, Respect

Makoto - Sincerity, Fairness, Honesty, Integrity

Kaitakusha-Seishin - Pioneering Spirit, Challenge


Not sure if you qualify?

Uvaro is here to help you land great jobs like this one.

Upgrade your skills

Other Jobs


Miovision provides cities with modern tools to fix today's traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping municipalities get more out of their road network. The result: streets capable of moving more people – safely and efficiently – whether they are in a car, on a bus, on a bike or e-scooter, or walking. Since 2005, our systems have counted more than nine billion vehicles around the world. We have offices in Kitchener, Canada as well as operations in Germany, Serbia and the US. For more information, visit []. Position Summary  The Sales Engineer (SE) is an industry expert that drives software growth by developing technical and operational relationships with customers in support of their adoption of the Miovision products.  As a technical industry expert, the SE integrates into the daily operation of the agency to support complex proof of concepts and ongoing initiatives to maximize product output and value.  The SE ensures continuous value and product adoption that ultimately drives intersection network and software growth. Key Accountabilities  * Create customer success plans to drive growth for each account  * Support solution design and technical implementation of current desired integrations as outlined in the customer success plan. * Monitor user adoption and product utilization and create targeted programs to increase engagement and support the agency's change management process. * Build strong relationships between the Miovision product and support teams to ensure continuous resolution of ongoing operational issues as well as product deficiencies that may come up.  * Participate in regular support and health checks to ensure accounts are continuing to derive value from our solutions * Support software renewal and upselling activities  Skills/Qualifications * Bachelor’s degree or recognized equivalency or achievement of recognized professional level * 5+ years of technical experience; must understand network products * Ability to travel internationally, providing on-site consulting work to clients * Ability to manage multiple projects utilizing strong planning and organizational skills * Experience with general consulting skills that include team facilitation, business case development, strong business analysis skills, process mapping and process redesign * Systems implementation skills: requirements/process analysis, conceptual and detailed design, configuration, testing, training, change management and support * Analytical nature with the ability to solve complex business issues * Basic understanding of product development and engineering processes.  We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Please indicate if you require accommodation on your application, and our team will work with you to meet your accessibility needs.


Recruit and train new sales staff, assign specific tasks to members of the sales team, and monitor the team's sales performance.

Waterloo, ON / Remote

Experience working as an SDR or BDR. Provide guidance and feedback on email outreach and sales calls. Experience working in a sales enablement function is a…

Waterloo, ON / Remote