Principal Engineer, Field Service - Warren, Ohio

Dell Technologies•OH, OH

18h•$114,000 - $144,000•Onsite

About The Position

Dell Technologies is hiring a Principal Engineer for its DSE Product Services team in Warren, Ohio. As an Onsite Designated Support Engineer (DSE) for PowerEdge XE, the role drives resolution of customers’ technology issues through personalized support, coordinated service events, and streamlined problem resolution. The engineer resolves complex technical issues in a fast-paced, customer-critical environment and contributes to improving support processes, standards, and strategies. The position includes leading complex issue investigations, serving as the primary escalation point for high-visibility customer matters, and performing hands-on troubleshooting and physical remediation of PowerEdge XE environments. It also involves directing onsite engineers and technicians during recovery efforts and maintaining proactive customer engagement through system health assessments, recommendations, knowledge transfer, service reviews, and clear updates.

Requirements

8 to 12 years of related experience in a professional role.
Dedication to quality customer service and active listening skills.
Refined communication skills, particularly the ability to translate highly complex technical issues for a non-technical audience.
Outstanding analytical skills to resolve customer issues efficiently and in a timely manner.
Strong knowledge of PowerEdge hardware.
Strong knowledge of PowerEdge XE servers.

Nice To Haves

Bachelor’s degree or higher.
Dell Technology Proven Professional Certification.

Responsibilities

Lead root cause analysis and recreation of complex customer system issues using advanced diagnostic tools and testing methodologies.
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, and validate system recovery after repairs.
Direct onsite engineers and technicians and drive 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.