Onsite Service Engineer - AI Data Center

SUMMARY

On-Site Service Engineers (OSEs) are critical to ensuring the operational

success of AI Server systems by providing expert hands-on maintenance,

troubleshooting, and rapid recovery of Dell hardware and infrastructure

solutions at customer locations. OSEs are responsible for ensuring up time,

reliability, and customer satisfaction through timely and expert-level technical

support. OSEs collaborate with cross-functional teams to develop recovery

protocols, perform root cause analysis, and deliver preventive measures. They

also provide training, maintain service records, and ensure customer

satisfaction through professional and timely service. The OSE role is vital for

delivering Dell’s commitment to excellence in field services, especially in

high-impact enterprise environments. This common OSE contract requires the OSE

to report to one or more customer sites.

ACCOUNTABILITIES

* Provide expert on-site technical support, maintenance, troubleshooting, and

recovery for AI server infrastructure to ensure maximum system availability,

performance, and compliance with operational standards.

* Partner with customers, engineering teams, technical leaders, and support

organizations to resolve issues, perform root cause analysis, implement

recovery plans, and drive continuous service improvements.

* Deliver exceptional customer experience by serving as a trusted technical

advisor, communicating proactively, resolving issues efficiently, and

providing guidance on emerging technologies and AI infrastructure solutions.

* Develop team capability through training, mentoring, knowledge sharing,

technical documentation, and ongoing professional development to enhance

operational excellence and problem resolution.

* Manage operational and administrative responsibilities including inventory

and spare parts control, service documentation, audits, reporting, escalation

management, and adherence to safety, quality, and process standards.