Principal Engineer, Field Service - Texas

Dell
Texas
Workplace: RemoteFull timeUSD 107,100 - 138,600 annuallyFunction: Field Service, Maintenance & Skilled TradesExperience: 8-12 yearsEducation: bachelorsSkills: ["Customer service","Active listening","Communication","Analytical skills","Quality-focused"]

Drive resolution for complex PowerEdge XE customer escalations as a Principal Engineer on Dell’s DSE Product Services team. Lead troubleshooting, failure analysis, and issue resolution in fast-paced, customer-critical situations, including hands-on remediation and diagnostics. Coordinate onsite engineers and field specialists, serve as the primary customer contact with proactive health checks and technical guidance, and improve support processes, standards, and strategies through closed-loop customer communication.

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Dell
Dell
3 days ago

Principal Engineer, Field Service - Texas

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Job Summary

Drive resolution for complex PowerEdge XE customer escalations as a Principal Engineer on Dell’s DSE Product Services team. Lead troubleshooting, failure analysis, and issue resolution in fast-paced, customer-critical situations, including hands-on remediation and diagnostics. Coordinate onsite engineers and field specialists, serve as the primary customer contact with proactive health checks and technical guidance, and improve support processes, standards, and strategies through closed-loop customer communication.
Location: Texas
Workplace: Remote
Employment Type: Full time
Job Function: Field Service, Maintenance & Skilled Trades
Seniority: Mid level

Key Responsibilities

  • •Lead troubleshooting, failure analysis, and issue resolution for complex customer system escalations.
  • •Perform hands-on remediation for PowerEdge XE environments, including diagnostics, hardware replacement, and system validation.
  • •Coordinate onsite engineers, field specialists, and account teams to execute recovery plans and restore service quickly.
  • •Serve as the primary customer contact with proactive health checks, technical guidance, status updates, and knowledge transfer.
  • •Drive closed-loop communication with regular customer reviews to ensure alignment and ongoing operational excellence.

Pay and Benefits

Salary: USD 107,100 - 138,600 annually

Key Requirements

  • •8 to 12 years of related experience in a professional role.
  • •Dedication to quality customer service with active listening skills.
  • •Strong communication skills for translating complex technical issues to non-technical audiences.
  • •Outstanding analytical skills to resolve customer issues efficiently and timely.
  • •Strong knowledge of PowerEdge hardware and PowerEdge XE servers.
Experience:8-12 years
Education:Bachelor's
Skills:Customer serviceActive listeningCommunicationAnalytical skillsQuality-focused
Certifications:Dell Technology Proven Professional
Tech Stack:PowerEdgePowerEdge XE serversDell PowerEdge XE

Company Brief

Dell
Designs, manufactures and sells computers, servers, storage, networking equipment, and related IT solutions and services for consumers, small businesses, and enterprises worldwide.
Industry: Electronics Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Round Rock, United States
Founded: 1984
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Glassdoor: 3.8
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