Field Service Engineer 2

Field Service Engineer

Frankfurt am Main (Rhein-Main-Area), Germany

At Dell Technologies, we take pride in providing our customers with a quality of service that more than matches the quality of our products.

Our Field Service team is integral to making sure the service to our customers is seamless, responsive and focused.

Taking our technical skills to customer sites, we're responsible for everything from installation, configuration and integration, through maintenance, troubleshooting and repair.

Customers see us as a trusted liaison who can understand their precise needs on a host of admin and technical matters.

We also work closely with our designers, solution managers and sales specialists to provide solutions.

Join us to do the best work of your career and make a profound social impact as a Field Service Engineer on our Field Service team in the Rhein-Main-Area, Germany.

What you'll achieve

In this role, you will serve as a trusted technical partner to our customers, ensuring the successful installation, integration, maintenance, and optimization of both company and multi-vendor technology solutions.

You will play a key role in delivering seamless system performance, resolving complex technical challenges, and acting as the primary liaison between customers and internal teams to drive exceptional service and business outcomes.

You will:



* Diagnose, resolve, and restore - Identify, analyze, and resolve complex break-fix hardware issues onsite, including dark site and high-security environments where independent work with pre-staged action plans and limited connectivity is required.

Confirm the reported fault, execute repairs, and verify system restore before departing .


* Manage parts lifecycle and accountability - Confirm part delivery, debrief all used and replaced parts via mobile device, and initiate the return process for defective components to maintain accurate inventory and compliance .


* Drive SLA compliance through proactive exception management - Initiate field assist requests, coordinate return trips, handle rescheduling or customer-unreachable scenarios, and collaborate with internal subject matter experts to ensure timely issue resolution and a seamless customer experience .


* Complete service documentation and closure - Deliver the service report to the customer, obtain sign-off, and trigger the service-complete event in the appropriate system to maintain accurate records and drive continuous improvement .


* Serve as a trusted advisor in challenging situations - Remain calm, professional, and empathetic when customers are frustrated or deny service onsite; de-escalate tension, leverage troubleshooting tools and knowledge resources, and keep every interaction focused on resolution while strengthening Dell's reputation as a trusted technology partner .

Take the first step towards your dream career

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