Lenovo

Description and Requirements

We are seeking a System Product Engineer (PE) to support Server products within Lenovo’s ISG and CSP product portfolio. Lenovo is innovating the future-defined data center, today. From the simplest to the most complex IT environments, our servers, storage, networking, and solutions help maximize the potential of data centers. The System PE provides engineering level technical support to the field, interfacing with both internal Level 1/2 as well as the client’s service and development teams to resolve more complex and/or urgent customer situations. The System PE works directly with internal Development, Quality and and/or Manufacturing engineers to isolate and perform root cause analysis of defects. The System PE also provides field communications such as creating field action plans for problem resolution and also works internally to address design and/or quality issues.  Product Engineering support begins just prior to new product introduction by taking part in the Ship Support sign-off and continues through the product life cycle.

Key Activities: 

• Interface with customers level 1/2 technical support, as well as Lenovo’s internal Sales teams to drive technical resolution plans for escalated field issues.
• Perform problem determination and defect root cause isolation by analyzing hardware diagnostic & OS logs. 
• Drive technical action plans with urgency to restore production for outages or severe customer-impacting situations. 
• Setup systems with customer configuration in the lab to replicate reported field failures. 
• Instrument lab debug equipment (e.g. oscilloscope, analyzers) to isolate and debug complex failures. 
• Develop field action plans to address design/quality issues affecting customers including Stop ships, field communications, Engineering Change (EC) generation, and rolling Field Replaceable Unit (FRU) stock when necessary.
• Travel to provide on-site assistance to resolve critical situations. 
• Participate in pre-product release activities; ODT meetings / Customer design reviews.
• Maintain key data for products assigned (specifications, publications, Tech Tips, defects, engineering changes and history, product roadmaps, and lifecycle management).
• Conduct Lessons Learned reviews in a quality closed loop process as part of driving continuous improvement of products and processes. 
• Continue to stay abreast of new technologies and products.

Basic Qualifications: 

• At least 5 years work experience in enterprise environment including development and support.
• At least 5 years of hands-on experience with Intel x86 and AMD servers 
• Minimum 12 years of experience in a technical engineering role performing hardware problem determination and troubleshooting. 

Preferred Qualifications: 

• Bachelor’s Degree in Engineering (e.g. Electrical or Computer or Mechanical) or Computer Science  
• Relevant experience performing server hardware problem determination and troubleshooting on Lenovo hardware.
• GPU setup, install, debug from all major vendors.
• Knowledge of O/S (Windows, Linux and/or VMWare)  
• Working Knowledge of RAID and Storage subsystems
• Working Knowledge of networking protocols and network Operating Systems
• At least two years of client/ vendor facing experience preferred. 
• Strong written and oral skills (English fluency)