Hardware Support Engineer

Job Description

the SDM is expected to provide assistance with both Technical Support issues and product-usage best practices. The SDM provides advanced reactive support with SRs but more importantly assists customers proactively. At this level the SDM manages all aspects of an escalation, including situation management and executive communication. The SDM coordinates deliverables that are somewhat less "standard" & "pre-defined"and works with a list of services & deliverables to organize into a customized & tailored Service Delivery Plan. Once annually, the SDM leads and conduct a detailed account planning session to develop & update the "Plan" to ensure it reflects the particular customer's needs. At this level, the SDM conducts at least 3 value-based delivery reviews annually for each customer. Candidates typically have a Bachelor's degree or equivalent in IT, management, or related major.