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Dell Senior Advisor, Supportability Engineer in Cairo, Egypt

Dell is a collective of customer-obsessed, industry-leading visionaries. We believe that technology is essential for driving human progress, and the technology we provide transforms the way we all work and live. But we are more than a technology company — we are a people company. We recognize that over 100,000 employees across six continents have different interests and aspirations. We inspire, challenge and respect each and every one of them, every day. And we provide them with unparalleled growth and development opportunities.

Quality is everything at Dell. It’s what we’re known for and we build it into all our processes. In Quality Engineering we play a central role by developing, implementing as well as maintaining technical quality assurance and control systems. We look for ways to improve the inspection, verification and validation of our finished products. Our team defines strategy – not to mention governance – for the implementation of quality standards and methodology. In addition to participating in the review of engineering designs, we assist customers or engineers in gathering and analyzing data.

Key Responsibilities

In-Market Quality Engineering

  • Analyze workload drivers within the support organization and identify opportunities for initiatives to reduce overall workload volume, improve quality, and increase support efficiency

  • Drives improvements in usability, customer and product metrics to comply with industry standards, such as NPS/NSS, Workload hours, or other standards.

  • Proactive analysis of volume and trends

  • Identification and investigation of systematic quality issues

  • Identification and investigation of workload/ cost reduction opportunities

  • Impact analysis and scoping

  • Cost and quality KPI projections

  • Demonstrate a sense of urgency and act with professionalism when managing critical or sensitive issues

  • Communicate key technical and program information to wider Support organization

Essential Requirements

  • 7+ years of related experience with a Bachelor’s degree; or 5+ years with a Master’s degree; or 3+ years with a PhD; or equivalent experience

  • 7+ years of service experience with computer products, be technically proficient and have a working knowledge of service and product offerings.

  • Advanced communication/presentation skills with strong ability to interact with executive leadership

  • Strong ability to lead, influence and implement change across businesses

  • Understanding and awareness of global components such as cultural differences, time zones, etc.

  • Ability to problem solve and communicate risks / impact to deliverables effectively

  • Advanced understanding of technology discipline, such as hardware, software, solutions and ability to influence other team members through technical expertise

  • Advanced understanding quality tools, data, and processes and can use those tools to influence design decisions and improvements within organization

  • Ability to deal with ambiguous situations within project, across organization

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. Learn more about Diversity and Inclusion at Dell here .

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