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| POSITION DESCRIPTION | AIIA SURVEY OF SALARIES AND REMUNERATION PACKAGING AUGUST 2010 |
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Senior Customer Engineer - Mainframe |
| Position Code: | 3300 | | Career Level: | 4 |
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Responsible for
Providing customer service for mainframe computer products and/or a defined group of customers or area. |
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Reports To
A first-level Branch/State Customer Support/Service Manager or a team leader. |
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Supervises
May supervise a small team of Customer Engineers - Mainframe. |
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Main Activities
Providing on-site service to customers' mainframe computer systems and peripherals.
Testing and installing new mainframe systems and peripheral equipment.
Training and guiding new Customer Engineers.
Liaising with hardware/product engineers to identify and correct systems and equipment faults.
Investigating warranty claims and customer complaints.
Possibly acting as a team/site leader.
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Key Skills
Advanced skills in computer hardware engineering and detailed product knowledge and training.
Good skills in customer relations and service management.
An ability to communicate complex information in simple terms is a distinct advantage in training others.
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Internal Contacts
Sales and Marketing staff, Systems and Software Development staff, Operations and Logistics staff. |
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External Contacts
Customers, mainly at the operational level, distributors, parts suppliers and sub-contractors. |
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Typical Experience
At least 7 years customer service experience with extensive technical training and product servicing experience. |
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Other Comments
The role must work closely with customers and understand their technical needs and difficulties. This role covers hardware maintenance of mainframe computer installations.
Alternative Title: Senior Field (Customer) Engineer. |
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