Lenovo

We seek a Product Engineering (PE) leader to support Server products within Lenovo’s Infrastructure Solutions Group (ISG) product portfolio

The Systems PE provides engineering-level technical support to the field, interfacing with Level 1 / 2 to resolve the more complex and/or urgent customer escalations. The Systems PE works directly with development, quality, and manufacturing engineers to isolate and help perform root cause analysis of defect issues. The Systems PE also provides field communications such as Service Tips and fix releases, drives field action plans to address design and/or quality issues, manages the technical resolution plan for pervasive field issues, and drives lessons learned through a closed-loop continuous improvement process. Product Engineering support begins just prior to product introduction by participating in the Ship Support sign-off and continues through the product life cycle until end-of-life. 

In this position you will: 

• Interface with customers, Level 1 /2 technical support, and internal Sales teams to drive technical resolution plans for escalated field issues, with a key focus on delivering a positive customer experience. 
• Perform problem determination and defect root cause isolation by analyzing hardware diagnostic & OS logs. 
• Derive technical action plans with urgency to restore production for outages or severe customer-impacting situations. 
• Set up systems with customer configuration in the lab to replicate reported field failures. 
• Instrument lab debug equipment (e.g. oscilloscope, analyzers) to isolate and debug complex failures. 
• Develop field action plans to address design/quality issues that have affected customers including Stop ships, field communications (Service Tips and Notable issues), Engineering Change (EC) generation, and rolling Field Replaceable Unit (FRU) stock when necessary 
• Travel to provide on-site assistance to resolve critical situations (when required). 
• Participate in pre-product release activities; take technical positions for defect deferrals and HW design changes and approve product readiness for ship support. 
• Maintained key data for products assigned (specifications, publications, Tech Tips, defects, engineering changes, history, product roadmaps, and lifecycle management).
• Conduct lessons learned reviews in a quality closed loop process as part of driving continuous improvement of products and processes. 

Apply if you have: 

• 3+ years of work experience in an enterprise environment, development, support, or testing of x86 or AMD servers
• 3+ years of hands-on experience with Intel x86 or AMD servers 
• 5+ years of experience in a technical engineering role doing hardware problem determination and troubleshooting 

Preferred Qualifications: 

• Bachelor’s Degree in Engineering (e.g. Electrical or Computer Mechanical) or Computer Science  
• Relevant experience performing server hardware problem determination and troubleshooting
• Knowledge of O/S (Windows, Linux, or VMWare)  
• Knowledge of RAID and Storage subsystems
• Knowledge of networking protocols and network Operating Systems
• At least two years of client-facing experience preferred 
• Team leadership experience is a plus
• Working knowledge of Microsoft Dynamic CRM application is a plus
• Strong written and oral skills (English fluency)