Service Engineer - Reverse Logistics DataDirect Networks
THIS JOB HAS EXPIRED Overview
DataDirect Networks (DDN.com) is a world leader in massively scalable storage. We are the leading provider of data storage and processing solutions and professional services that enable content-rich and high-growth IT environments to achieve the highest levels of systems scalability, efficiency and simplicity. DDN enables enterprises to extract value and deliver results from their information. Our customers include the world's leading online content and social networking providers, high performance cloud and grid computing, life sciences, media production organizations and security & intelligence organizations.
We are currently seeking a Service Engineer - Reverse Logistics.
Our Service Engineer - Reverse Logistics will lead the development and management of the Service and Repair procedures and coordinate between Customer Service, Operations Engineering and Quality organization to ensure outstanding Customer Experience. The Service Engineer is responsible for supporting Service Operations' Field Replaceable Unit (FRU) repair process. This role will deliver improvements in FRU reliability, serviceability, reparability, repair capacity, and repair cost, provide technical support for cross-functional teams including RMA, Sustaining Engineering, Quality, Product Support and Manufacturing Engineering. Candidate will also ensure Service Operations' readiness to support the repair of new products (NPI) and provide deployment and ongoing support of test tools in 3rd party (3PSP) operations.
Responsibilities for this role include but are not limited to:
Develop in-house service and repair (RMA line) capabilities for customer returned systems, controllers, servers JBODs, drives, and other storage hardware.
Define processes to perform system, controller, server and JBOD repairs and maintain tracking database for all returned items.
Facilitate development of 3PSP Service and Repair activities as deemed appropriate based on 3PSP technical capabilities.
Travel to 3PSP sites to troubleshoot and train proper use and operation of the DDN systems. Resolve test correlation issues between 3PSP and DDN sites.
Coordinate with Customer Service and Quality team members to provide technical support for customer system issues as they arise.
Develop and monitor Service and Repair metrics to identify systemic product and process issues and assure appropriate investigation, correction, and corrective and preventive action.
Develop and maintain Service and Repair objectives to drive continuous improvement of the DDN's Customer Experience.
Provides product and process Design for Service Repair input to enhance reparability and servicing.
Takes ownership of FRU's from production phase through end-of-life.
Assists in creation and maintenance of efficient repair lines, specifying and/or refining BOMs, workflow processes and detailed work instructions.
Review, develop, and optimize necessary MPI's for Service Operations use.
Provide training and support to repair technicians.
Design, qualify, document and introduce service repair/test fixtures and equipment.
Leads/participates in initiatives focused on yield improvement, material cost reduction, capacity enhancement, and outsourcing of assemblies.
Work with the Director of Operations Engineering and Director of Customer Quality to develop a Service and Repair process that will deliver resolution to customers equipment issues and communications to customers in a timely, accurate and cost effective manner.
Create, monitor and update DDN system troubleshooting guides to share with our Customer Service and Quality teams, external customers and channel partners.
Qualifications for this role are:
5+ years of successful Service and Repair functions in the enterprise storage or similar IT capital equipment industry
Ability to repair and troubleshoot, inclusive of test correlation issues.
Experience with SW and HW test correlation and troubleshooting between locations and different providers.
Solid record of accomplishment in developing and managing Service and Repair processes and procedures..
Requires a good working knowledge of electronics and electro-mechanical devices.
Must have effective communication and customer service skills including technical writing and training.
Ability to interface effectively with customers as well as manage outside relationships with contractors.
Awareness of IPC standards for rework, repair and workmanship.
Solid project management skills to handle multiple projects and set/manage timelines with a high degree of urgency.
Must have effective interpersonal skills, organization/prioritization and administrative skills.
Bachelor's Degree in Electrical, Mechanical/Industrial Engineering is required.
A person with high integrity and character, who is tough minded, fair and principled.
Effective analytical and problem solving skills with the ability to apply creative solutions to challenges.
Self-confident and decisive with excellent communication skills in both oral and written formats as well as excellent listening, presentation and problem solving skills.
Ability to interface effectively across all levels and functions within the organization.
DDN Core Characteristics
DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities:
Self Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives.
Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable.
Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful.
Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.
DDN takes pride in developing and promoting talent as an Equal Employment Opportunity employer. all qualified applicant swill receive consideration for employment without regard to race, national origin, gender, age, religion, disability, veteran status, or any other category protected by law. By fostering a diverse business environment, DDN welcomes opportunities to learn from each other, our customers, investors, suppliers, and business partners.
||9320 Lurline Avenue |
Chatsworth, CA 91311
THIS JOB HAS EXPIRED