Dell Federal Technical Account Manager in Colorado Springs, Colorado
Federal Technical Account Manager
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 the Colorado Springs CO area.
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 Dell EMC team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement deployment and support services.
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 solutions.
As an onsite technical resource, assist the customer in monitoring and managing their Dell EMC infrastructure including hardware troubleshooting, service incident coordination, and break/fix repair work.
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 customer’s 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
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 a U.S. citizen
Possesses an active TS/SCI security clearance
Experience managing enterprise storage hardware; both block and file storage solutions
Possesses technical knowledge of Dell Enterprise and Dell Client solutions
Possesses an in-depth understanding of system architecture and design
Proficiency in hardware, software and/or operating systems environments: Unix, Linux or Windows experience/knowledge TCP/IP networking experience
Experience with Dell Compellent storage arrays and Dell Storage Manager interface
Recommended certifications: A+, Security +, MCITP/MCSE, VCP, RHSA
Familiarity with the following: Enterprise Management Tools, Enterprise Virtualization, Cloud Technologies, HPC
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