Manage parts lifecycle and accountability — Confirm part delivery, debrief all used and replaced parts via mobile device, and initiate the return process for defective components to maintain accurate inventory and compliance .
Drive SLA compliance through proactive exception management — Initiate field assist requests, coordinate return trips, handle rescheduling or customer-unreachable scenarios, and collaborate with internal subject matter experts to ensure timely issue resolution and a seamless customer experience .
Complete service documentation and closure — Deliver the service report to the customer, obtain sign-off, and trigger the service-complete event in the appropriate system to maintain accurate records and drive continuous improvement .
Serve as a trusted advisor in challenging situations — Remain calm, professional, and empathetic when customers are frustrated or deny service onsite; de-escalate tension, leverage troubleshooting tools and knowledge resources, and keep every interaction focused on resolution while strengthening Dell's reputation as a trusted technology partner .
Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:
Essential Requirements
Successfully completed vocational training (or an equivalent technical qualification), ideally complemented by initial experience in a customer-facing field service, technical support, or infrastructure environment.
Solid hardware support expertise combined with strong troubleshooting and analytical problem-solving skills, enabling you to efficiently diagnose and resolve technical issues.
Proven ability to work collaboratively with cross-functional teams and subject matter experts while maintaining a professional and customer-focused approach.
Fluency in both German and English, with strong communication skills to effectively interact with customers and international stakeholders.
Flexibility to participate in a 24/7 on-call rotation and willingness to travel regularly; a valid Class 3 driver's license (or equivalent) is required.
Security Clearance required Ü2, Ü3 preferred
Desirable Requirements
Technical certifications and product-level skill requirements — Hold or be working toward relevant industry and vendor certifications across Dell enterprise product families, including:
IP Networking & Product Skills: CompTIA Network+, CCNA, or Dell Networking specialization preferred
Storage & Compute Technologies: Hands-on proficiency with enterprise server (PowerEdge), high-end storage (PowerMax, PowerStore, VxRail), and hyper-converged infrastructure; Dell Proven Professional certifications (DCS-IE, DCS-SA) or CompTIA Server+/Storage+ strongly preferred
Backup & Recovery: Familiarity with enterprise backup architectures and data protection appliances (e.g., PowerProtect, Data Domain, Avamar)
Cyber Security: Awareness of data-at-rest/in-transit security, data erasure procedures for defective parts, KYC compliance, and Failure Analysis handling per Dell governance
Cloud Technology Solutions: Working knowledge of hybrid-cloud and edge infrastructure (VxRail, Azure Stack HCI, VMware) to support health checks and configuration validation
Trusted-advisor mindset with strong interpersonal skills — Ability to act as a technical trusted advisor who explains root causes in clear terms, recommends preventive actions, and builds long-term customer confidence — while maintaining proficiency with Dell field service platforms (Salesforce Lightning, SFS/DFSM, DPP/B2B) for work order management, parts debrief, and service completion workflows .
Who we are
We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you. Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.
Dell Technologies 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. Read the full Employment Opportunity Policy here.
