Onsite Service Engineer - AI Data Center
Dell Technologies Chennai, Tamil Nadu, India
Computer Hardware Manufacturing · 10,001+ employees
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About the role
The On-Site Service Engineer is responsible for providing expert hands-on maintenance, troubleshooting, and recovery for AI server infrastructure at customer locations. They also collaborate with cross-functional teams to perform root cause analysis and ensure operational excellence through documentation and training.
What they look for
Requirements
The role requires technical expertise in hardware maintenance and infrastructure support within high-impact enterprise environments. Candidates must be capable of managing inventory, performing audits, and delivering professional technical advisory services to customers.
Full description
SUMMARY
On-Site Service Engineers (OSEs) are critical to ensuring the operational success of AI Server systems by providing expert hands-on maintenance, troubleshooting, and rapid recovery of Dell hardware and infrastructure solutions at customer locations. OSEs are responsible for ensuring up time, reliability, and customer satisfaction through timely and expert-level technical support. OSEs collaborate with cross-functional teams to develop recovery protocols, perform root cause analysis, and deliver preventive measures. They also provide training, maintain service records, and ensure customer satisfaction through professional and timely service. The OSE role is vital for delivering Dell’s commitment to excellence in field services, especially in high-impact enterprise environments. This common OSE contract requires the OSE to report to one or more customer sites.
ACCOUNTABILITIES
- Provide expert on-site technical support, maintenance, troubleshooting, and recovery for AI server infrastructure to ensure maximum system availability, performance, and compliance with operational standards.
- Partner with customers, engineering teams, technical leaders, and support organizations to resolve issues, perform root cause analysis, implement recovery plans, and drive continuous service improvements.
- Deliver exceptional customer experience by serving as a trusted technical advisor, communicating proactively, resolving issues efficiently, and providing guidance on emerging technologies and AI infrastructure solutions.
- Develop team capability through training, mentoring, knowledge sharing, technical documentation, and ongoing professional development to enhance operational excellence and problem resolution.
- Manage operational and administrative responsibilities including inventory and spare parts control, service documentation, audits, reporting, escalation management, and adherence to safety, quality, and process standards.
