Position Description: This role supports the service structure and serviceability of a product for Thinksystem/System X Hardware and Firmware. Responsibilities include providing technical expertise to the Field on problem determination/isolation, then providing action plans to resolve client issues. The Product Engineer (PE) may also provide technical expertise in support of critical client situation resolution. This role serves as the Field's interface to Development for the identification and analysis of design, architecture and process issues and for driving those issues to resolution. A PE is expected to manage pervasive field issues, field communiques and Fix Release. PE support is from pre-product introduction, GA release to product end of life. This role will participate with product development in the product design phase to incorporate product support , quality control, client care and warranty maintenance. #### Position Requirements: \- Use lab hardware to replicate customer configuration in order to replicate customer failure mechanism. \- Read and interpret hardware error logs & OS logs to isolate customer problems, further to use debug equipment to capture detail failure information. \- Provide technical expertise to the Field on problem determination/isolation, then providing action plans or deliver the solution to resolve client issues. \- Develop field action plans to address design/quality issues which have affected customers - including: Stop ships, field communications, Retain Tip review and generation, Engineering Change (EC) disposition, and rolling Field Replace Unit (FRU) stock when necessary \- Knowledge of server architecture and major building blocks (e.g.CPU, Memory, chipset, PCI-e) \- Have the ability to use a Logic Analyzers & Oscilloscopes to isolate complex client problems. \- Drive lessons learned for field issues and ensure experience problem not re-emergence in later generations of systems. \- Participate on pre-product activities, taking technical positions for defect deferrals and HW design changes. \- Warranty product Maintenance to cooperate with manufacturing quality engineer to drive Pre-Stop / Stop-Ship issues for closure and minimize field impacts. \- Interface with client teams and customers to explain technical solutions and maintain customer satisfaction We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.