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Engineering Manager

Bengaluru, KA
Job Code:
  • IT
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Job Details

In Customer Technical SupportWillingness to work On call on a team rotating basis.Manage customer post sales support issues from start to finish.Triage customer issues, determine hardware or software, initiate proper corrective actions, and escalate when necessary.Focus on customers and solutions using Seagate hardware and other vendors hardware.Implement Seagate Level 1 through 3 tech support processes, escalation standards, and technical troubleshooting to successfully resolve customer issues.Effectively combine technical expertise with customer service in the process of working toward a resolution to the customer issue.Ensure proper collection of data from customers to ensure proper problem diagnosis.Coordinate and mediate all customer support interaction for assigned accountsBuild and sustain trusting relationships with customers and vendorsManage escalations to Level 4/5 customer product engineering (CPD), ensuring issues are documented completely and are technically sound. This includes managing the communication to/from the customer from Seagate.Provide feedback and input to regional and corporate management as well as a variety of cross functional teamsInterface with Seagate Sales teams by assisting with various pre and post sales issues as necessary and appropriate. This includes professional services as requiredIn Supplier EngineeringInteractions with senior management or executive levels on matters concerning product design, commodity management and supplier selection.Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship.Responsible for ensuring that suppliers deliver quality parts, materials, and services. Qualifies suppliers according to company standards. Monitors part design choice from concept to qualification and introduction to the factory. In conjunction with Engineering and commodity management, communicates and resolves supplier-related problems as they occur. In Reliability EngineeringConceive and develop solutions to assure new product designs consistently meet established hardware and software quality and reliability requirements.Monitor Engineering s Engineering Verification Tests (EVT) and Design Verification Test (DVT) of assigned products during new product development of software and hardware and contributes as required.Work with hardware engineering to review Component Criticality Analysis (CCA) and provide inputs on confirmed risk areas. Collect and assess appropriate data on electronic components used in new products to ensure designs are properly derated per standard before final design hardware is built for release to customers.Available to assist Supplier Engineering/SQE to ensure critical FRU or sub-assembly suppliers deliver quality parts, materials, and services that meet our reliability requirements by providing production level plans for supplier screen implementations such as HASS, HASA, etc. at critical suppliers (e.g. PSUs) .Monitor field failure rates and details and ongoing reliability test (ORT) results for assigned productsTrack and report Key Performance Indicators (KPIs) for hardware and software reliability during new product development phases and upon release to the field for assigned products.As required, generate reliability projection estimates of assigned products based on install base and planned or implemented corrective actions that dilute the install base with reliability improvements for customer presentations as required.Can assist Development Engineering by incorporating Design for Six Sigma concepts as needed.Review, and approve all assigned product ECOs in SAP or AgileDesirable Knowledge, Skills and AbilitiesExcellent customer handling skills.Understanding of storage hardware concepts (e.g. SAN, RAID, SCSI, Disk Drive, etc.)Understanding of storage software concepts (e.g. Backup, File Systems, Replication, Virtualization etc.)Development server hardware knowledge (e.g. x86 architecture, CPU models, HA architectures etc)Operating System knowledgeQualificationsRequired Qualifications Bachelors Degree in Engineering. Experienced in people and project management in manufacturing or IT industry. Experience & knowledge in storage/cloud required, e.g. HDD/SSD, storage systems. Demonstrated experience in project management and execution. Experience with team/organization building - recruitment, hiring, budgets, collaboration across functions. Use of software tools for automation, debug, and FA. Working across global organizations. Ten-twelve years of relevant experience. Preferred Qualifications Advanced degree in engineering or related fields Working experience in/with a Reliability/Quality function/organization Customer-facing project-management skills, including failure analysis, driving corrective action, and communications Willingness to learn new technologies Experience with data gathering, management, and analytics
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-7


Application Programming | Project Leader/ Project Manager | Quality Assurance/Testing | System Analyst/Tech Architect
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