As a Manager, Field Support Engineering, you will work with customers, the NetApp Global Support Center and Field Support Engineers on customer-facing issues. Field Support Managers and Engineers work individually and as part of a team committed to providing post-sales services and support for NetApp customers. The typical customer environments that Field Services Engineers support are networked and fibre channel implementations of Unix and/or Windows, interfacing with NetApp storage and software. Excellent customer service skills and technology know-how is needed to work successfully in high-pressure, time sensitive situations where customer satisfaction is the ultimate goal.

Essential Functions:
A major part of your responsibility will be to work with customers on resolving their open or recent concerns. Although this is not a direct supervisor position, you will also provide general direction to Field Support Engineers responsible for:
- Diagnosing, technical troubleshooting, servicing, and repairing systems and equipment at the customer site.
- Providing all aspects post-sales field support such as system hardware, software, desktop support, networks, etc.
- Documentation and post-mortem analyses of escalation.
- Recommend departmental specific procedures and implement those that are approved.
- Ensure that department goals are met and approved budgets are attained.
- Utilize previously acquired technical experience to become actively involved in day-to-day technology team to meet schedules and resolve problems.
- Participate in technical communication within the team and cross functional groups to define user support requirements, roles and responsibilities, and determine resources required for resolution of issues.
Job Requirements Requirements:
- Excellent written and verbal communication skills.
- Customer service experience working with customers in high stress situations on complex problems.
- A clear understanding of the product development cycle, technical requirements and project management.
- A strong understanding of concepts related to computer architecture through implementation.
- A demonstrated ability to function successfully as a team leader, and desire to develop in a manager role.
- Experience with, or overall understanding of:
- NetApp applications software.
- UNIX configuration and administration.
- Windows NT/2000/2003 configuration and system administration.
- Fibre Channel HBA configuration and installation.
- NAS and/or SAN storage and surrounding infrastructure.
- Network Attached Storage protocols experience (NFS/CIFS/iSCSI) and related required protocols (DNS, NIS, and Active Directory)
- Network architectures including the roles of routers, and switches.
- Microsoft Exchange
- RAID and storage systems
- NFS, the UNIX remote file sharing protocol
- CIFS, the Windows NT remote file sharing protocol
- Data Ontap operating system and NetApp clustering.
- Multipathing software, volume managers, file systems (such as VERITAS File System), and backup software
- Commercial databases such as Oracle, SAP, and Microsoft SQL Server, is desired.
- A demonstrated ability to function successfully as a team leader, and desire to develop in a manager role.
- Some travel may be required to participate with the Field Support Engineer in resolving complex issues at high-profile customer sites.

Management and Interaction:
Management:
- This position is responsible for supervising/managing multiple tasks and multiple groups within a function.
- The focus of this role is on implementing and control.
- The potential impact of decisions made by this individual will be mostly operational.
- This individual will apply attained experience and knowledge to address issues that are moderate in scope, and where analysis of the situation or of data requires a review of relevant factors.

Interaction:
- This individual must work effectively with Staff to Director level employees mainly within own function, however, will also sometimes work with employees in other functions and outside of direct area of responsibility.
- Utilizes people skills and available manager tools to help others to develop within their role and career; and builds an environment that supports cooperation and cohesiveness.
- This individual must demonstrate favorable results through providing leadership to staff through mentoring, coordinating and advising.
Education and Experience Education & Experience:
- A minimum of 5 years of experience as an individual contributor or manager is required.
- A Bachelor of Science in Engineering or Computer Science, or equivalent related experience is -required
- Demonstrated ability to manage multiple projects is required.