Principal Engineer, Field Service - South Carolina

Dell
United States
Workplace: RemoteFull timeUSD 96,390 - 124,740 annuallyFunction: Field Service, Maintenance & Skilled TradesExperience: 8-12 yearsEducation: bachelorsSkills: ["Active listening","Communication","Analytical thinking","Customer service","Problem resolution"]

Drive resolution for PowerEdge XE customer technology sets as a Principal Engineer on Dell’s DSE Product Services team. Lead root-cause analysis for complex, customer-critical issues, serve as a primary escalation point, and coordinate with customers, engineering, technical support, sales, and account teams. Perform hands-on troubleshooting, hardware replacement, and physical remediation, while directing recovery execution and maintaining proactive customer engagement through health assessments and service reviews.

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Dell
Dell
3 days ago

Principal Engineer, Field Service - South Carolina

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Job Summary

Drive resolution for PowerEdge XE customer technology sets as a Principal Engineer on Dell’s DSE Product Services team. Lead root-cause analysis for complex, customer-critical issues, serve as a primary escalation point, and coordinate with customers, engineering, technical support, sales, and account teams. Perform hands-on troubleshooting, hardware replacement, and physical remediation, while directing recovery execution and maintaining proactive customer engagement through health assessments and service reviews.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Field Service, Maintenance & Skilled Trades
Seniority: Mid level

Key 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 across customers, engineering, technical support, sales, and account teams.
  • •Perform hands-on troubleshooting, hardware replacement, and physical remediation of PowerEdge XE environments, including validating system recovery after repair.
  • •Direct onsite engineers and technicians to execute real-time recovery plans with field specialists, account teams, and customer operations.
  • •Maintain proactive customer engagement through system health assessments, best-practice recommendations, technical knowledge transfer, and closed-loop issue communication.

Pay and Benefits

Salary: USD 96,390 - 124,740 annually

Key Requirements

  • •8 to 12 years of related experience in a professional role.
  • •Dedication to quality customer service and active listening skills.
  • •Refined communication skills, especially translating complex technical issues to non-technical audiences.
  • •Strong 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:Active listeningCommunicationAnalytical thinkingCustomer serviceProblem resolution
Certifications:Dell Technology Proven Professional Certification
Tech Stack:PowerEdgePowerEdge 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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