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Dell Consultant, Account Services Management in Round Rock, Texas

Federal Technical Account Management Consultant

Remote, US

Competitive Salary

Dell Technologies customers expect great things from both our products and our services. Account Services Management is all about managing and overseeing seamless service delivery processes. It’s a hugely varied field of work. Processes range from incident management to change management, from configuration management to customer management. The team makes sure disputes and technical issues are resolved. We also provide excellent communication to the customer around every activity – from the tactical to the strategic.

Dell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and play—providing customers with the industry’s broadest and most innovative technology and services portfolio. We value our customers, winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and unparalleled learning and development opportunities— all at a company that is proud to be diverse and inclusive. Learn more on how we are closing the diversity gap here. at https://jobs.dell.com/diversity-and-inclusion

Join us to do the best work of your career and make a profound social impact as a Federal Technical Account Management Consultant on our Technical Account Management team initially in a remote position, with a 2 year minimum relocation to Germany after the first of the year 2021 .

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Federal Technical Account Manageron our team in Germany.

The incumbents in these roles are responsible for ensuring custom contractual service/support requirements are understood and managed to the support service requirement of the customer SOW. They will also ensure effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers. The individual will collaborate with other DellEMC team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement deployment and support services.

Key Responsibilities

  • Serves as a dedicated support services resource for the United States Government. The Technical Account Manager (TAM) will be the customer's primary point of contact for delivering support and coordinating operational support related activities of all Dell Technologies.

  • Warranty Support - Serve as the single point of warranty support; provides customer account management on a 24x7x365 basis, including resource coordination, customer management, technical resolution management, and communications at various levels during warranty services engagements

  • During an outage or failure, helps to identify and leverage Dell and partner resources in order to satisfy the technical needs and objectives of the customers implementation

  • Account Management/Customer Advocate - Works closely with account teams to ensure end-to-end planning and sustainment of Dell solutions; helps account team to design the customer solutions and supports the installation, customization, and integration of the solution

  • Provide feedback to customer on any observed/known issues; develop and maintain custom customer support plans and relationships that are tailored to each individual project unique requirements.

  • Contributes to the development of warranty and maintenance strategies, policies and best practices through participation in management meetings and other direct contributions

Essential Requirements

  • Typically requires 12+ years of related experience with a Bachelor’s degree; or 8+ years with a Master’s degree; or 5+ years with a PhD; or equivalent experience

  • Must be U.S. citizen

  • Possess an active TS/SCI Clearance

  • Possesses technical knowledge of Dell Enterprise, Dell Client, Dell Storage, Dell Services, and partner software, services and peripherals

  • Strong project management skills with an in-depth understanding of system architecture and design

Desirable Requirements

  • Proficiency in hardware, software and/or operating systems environments: Unix, Linux or Windows experience/knowledge TCP/IP networking experience

  • Recommended certifications: A+, Security +, MCITP/MCSE, VCP, RHSA

  • Recommended technology experience: Enterprise Servers and Storage, Client Technologies, iSCSI, Fibre Channel, NAS, DAS, SAS, SATA

  • Familiarity with the following: Enterprise Management Tools, GPGPU Technology, Hadoop, Vertica, Greenplum, Citrix, Enterprise Virtualization, Cloud Technologies, HPC

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Employment Opportunity Policy here at https://jobs.dell.com/equal-employment-opportunity-policy-statement .

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