Customer Engineer

Hitachi Vantara is a global data foundation trusted by innovators worldwide. Job Title Customer Engineer / Field Engineer – Auckland Branch Location Auckland, New Zealand Reporting to Northern CS&S Manager Job Purpose Work individually and as part of the Services team to deliver maintenance support services, professional services, customer site management, break‑fix remediation, installation and implementation services, and provide technical assistance to the Hitachi Vantara sales teams nationwide. Responsibilities Provide the timely and logical provision of post‑sales support to Hitachi Vantara’s customers in alignment with their specific support agreements. Perform preventative maintenance according to the recommended routines and procedures, targeting an RGA level of microcode. Provide problem management and escalation with the aid and support of the GSC and FSEs. Perform the installation and implementation of new solutions and the upgrade of existing solution platforms, including travel to sites throughout New Zealand. Deliver engineering and re‑configuring changes, equipment, and site relocation services. Deliver and implement professional services. Participate in a rotational roster for 24/7 on‑call support to provide remediation services to Hitachi Vantara customers. Conduct product demonstrations and training for customers and staff, giving clients basic knowledge of Hitachi Vantara solutions. Report new opportunities or threats to the Hitachi Vantara sales team. Comply with all published Hitachi Vantara policies and procedures. Perform all duties in a manner that complies with Hitachi Vantara’s core values. Perform any additional duties as required or directed by the manager. Comply with Hitachi Vantara customers’ onsite rules and procedures. Manage case‑management and CRM administration promptly. Manage spare‑part returns promptly. Record time entry in our CRM and Kimble time‑entry system per Hitachi Vantara policy. Profile (Qualifications) Ideally some technical knowledge of SAN/fibre/storage and server products. Must have IT industry experience. Experience with Windows Server, Linux, and VMWare. Experienced in a customer‑facing role with a mature approach to service delivery. Proven team player and collaborator. High attention to detail. Pride in delivering professional outcomes. Willingness to learn and support Hitachi Vantara products in the field. Flexibility and willingness to work outside the basic job specification. Available for 24/7 on‑call support. Availability to work after hours when needed for post‑sales services. Excellent verbal and written communication skills. Proficient with Windows, MS Office, Outlook, IE, etc. Ability to work unsupervised and as part of a team. Willingness to accept responsibility. Well organized, adaptable, and a clear thinker. Remain calm in a crisis. Escalate issues immediately when necessary. Innovative and actively seeking solutions to problems. Defense clearance desirable. Competencies Use manuals, diagnostic tools, and product knowledge to troubleshoot and identify root cause or failing FRU in response to remedial support calls. Install, configure, and implement both hardware and software products. Follow process and procedures. Comply with Hitachi Vantara and customer reporting and administrative requirements. Personable; represent Hitachi Vantara positively to customers and staff. Articulate. Work well in stressful environments and critical situations. Relate well to both customer business and technical staff. Motivated to leverage training opportunities. Collaborate and share information and learnings with the team. Equal Opportunity We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status, or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success. #J-18808-Ljbffr