Lenovo

We are seeking a highly skilled Product Field Engineer to join our team. The ideal candidate will be adept at diagnosing and resolving complex technical issues, ensuring customer satisfaction, and contributing to the continuous improvement of our products. This role requires a deep understanding of server architecture, the ability to use advanced diagnostic tools, and strong communication skills to interact with clients and internal teams.

Key Responsibilities:

1. Replication of Customer Configurations:

   • Utilize lab hardware to accurately replicate customer configurations in order to diagnose and replicate failure mechanisms.

2. Error Log Analysis:

   • Read and interpret hardware error logs and operating system logs to identify and isolate customer problems. Utilize debug equipment to capture detailed failure information for analysis.

3. Technical Expertise and Problem Resolution:

   • Provide expert technical guidance to field teams on problem determination and isolation. Develop and deliver actionable plans to resolve client issues effectively and efficiently.

4. Field Action Plans Development:

   • Create comprehensive field action plans to address design and quality issues affecting customers. This includes Stop Ship notices, field communications, Retain Tip review and generation, Engineering Change (EC) disposition, and managing Field Replace Unit (FRU) stock as necessary.

5. Server Architecture Knowledge:

   • Possess in-depth knowledge of server architecture and major components, including CPUs, memory, chipsets, and PCI-e. Apply this knowledge to troubleshoot and resolve complex technical issues.

6. Use of Diagnostic Tools:

   • Proficient in using Logic Analyzers and Oscilloscopes to isolate and diagnose intricate client problems.

7. Continuous Improvement:

   • Lead initiatives to capture lessons learned from field issues, ensuring that similar problems do not reoccur in future product generations.

8. Pre-Product Activities:

   • Participate in pre-product activities, providing technical input on defect deferrals and hardware design changes to ensure high-quality product releases.

9. Warranty Product Maintenance:

   • Collaborate with manufacturing quality engineers to address Pre-Stop and Stop-Ship issues promptly, minimizing field impact and ensuring customer satisfaction.

10. Customer and Client Interface:

    • Act as the technical liaison between client teams and customers. Clearly explain technical solutions and maintain high levels of customer satisfaction through effective communication and problem-solving.
      
      

Qualifications:

• Strong understanding of server architecture and its key components (e.g., CPU, Memory, chipset, PCI-e).
• Hands-on experience with diagnostic tools such as Logic Analyzers and Oscilloscopes.
• Proven ability to read and interpret hardware error logs and OS logs.
• Demonstrated experience in developing and implementing field action plans to resolve design and quality issues.
• Excellent problem-solving skills and the ability to develop technical solutions for complex issues.
• Strong communication skills, with the ability to explain technical concepts clearly to both technical and non-technical stakeholders.
• Experience in collaborating with cross-functional teams, including field teams, manufacturing quality engineers, and customers.

Join our team and contribute to delivering high-quality products and exceptional customer service. If you have a passion for engineering and a commitment to continuous improvement, we want to hear from you.