What It Means To Be Engineering-Driven

At TERiXENGINEERING, our in-house team is constantly looking for ways to engineer solutions that fit our customer needs. 

Service is more than getting things fixed.

TERiXENGINEERING anticipates where there are opportunities for improvements in the servicing of hardware, including how to be pro-active. Our ProServe offering includes a host of solutions that are engineered to provide better service. 

Clients who have ProServe plug into the best and most forward-thinking solutions coming out of the TERiX labs, including:

• Processes that fit the hardware business better
• On-site appliances that read can “heartbeats"
• Programs that send e-mail alerts

TERiXENGINEERING designs, tests and implements scalable ideas that drive our service levels to new heights, but also bring “next generation” hardware service solutions to any level engagement from our biggest, most-sophisticated international Fortune 500-size data center to the smallest member of the TERiX community of partners and customers.

What it Takes to Be a TERiX Engineer.

Any engineer-driven company needs, by definition, great engineers.  TERiX also needs engineers, who are more than just qualified and smart … we look for engineers, who are qualified, smart AND understand how to focus on customers.   You don’t just fix the part; you fix the customer.  Here are some qualifications for our engineers:

TERiX L1 Engineer (L1)

• College degree
• 3-5 years experience in technology industry
• 2 years minimum experience in call handling and use of technology tools
• Customer service experience with demonstrated written/oral communication training
• Strong customer facing skills and a focus on detail and on listening
• Background/experience/training in hardware platform products

TERiX L2 Engineer (L2)

• College degree – BS in Computer Science or Information Technology preferred
• 7 years experience in technology industry
• 5 years minimum experience in call handling and use of technology tools
• 5 years minimum experience in hardware onsite support
• Customer service and written/oral communication training
• Strong organizational, teamwork disciplines and problem solving skills
• 2 years Management of personnel and project management experience
• Certifications in hardware products (UNIX Server, Wintel/Blade, Storage, Networking)
• Certifications in Operating System and layered products (Sun, IBM, HP, other)

TERiX L3 Engineer (L3)

• College degree – BS, IT related, often Dual or Advanced Degrees with Graduate Study
• 15 years experience in technology industry
• 10 years experience in call handling, triage, diagnosis and use of technology tools
• 10 years experience in hardware onsite support
• Often spent time as an OEM engineering employee in their career
• Demonstrated Customer service and written/oral communication training
• Strong organizational, teamwork disciplines and problem solving skills
• 7 years Management of personnel and project management experience
• Background/experience/training in hardware products (UNIX Server, Wintel/Blade, Storage, Networking)
• Experience in reading, analyzing and diagnosing error logs, core dumps, explorer, snap output
• Experience in root cause analysis, complex research and diagnosis and corrective actions
• Experience in use of TERiX Lab and Certification Center, Best Practice Libraries, other
• Experience in use of TERiX intellectual properties/tools (T-Patch, ProServe, Ticketmaster, etc).

• Certifications in hardware products (UNIX Server, Wintel/Blade, Storage, Networking)

• Certifications in Operating System and layered products (Sun, IBM, HP, other)

TERiX Call Center Manager (CCM)

• College degree – IT and Business related, minor area - Marketing/Communications preferred
• 10 years experience in technology industry, customer service call center (inbound) focuses
• 5-7 years minimum experience in directing operation and staffing, 7x24x365 global call center
• 5 years minimum experience in personnel management, call center management
• Leadership skills, educator/mentor skills, proven ability to monitor/improve customer experience
• Strong teamwork orientation – interfacing with customer facing events with engineering teams
• Experience in technologies/tools (CTI, IVR, ACD, NVR, KM, CMS, CRM applications, etc)
• Experience and understanding in reporting of metrics and in training disciplines

TERiX Lab Engineer (LE)

• College degree – BS in Computer Science or Information Technology preferred
• 5 years experience in technology industry
• 5 years minimum experience in systems hardware installation, configuration, tuning
• 5 years minimum experience in operating system advanced administration
• Strong organizational, teamwork disciplines and problem solving skills
• Certifications in hardware products (UNIX Server, Wintel/Blade, Storage, Networking)
• Certifications in Operating System and layered products (Sun, IBM, HP, other)
• Experience in setting up repositories, problem replication, systems recovery procedures

TERiX Field Engineer (FE)

• College degree – BS in Computer Science or Information Technology preferred
• 10 years experience in technology industry
• 5-7 years minimum experience in onsite advanced systems hardware maintenance
• 5-7 years minimum experience in operating system functions, testing, analysis
• Strong customer facing skills and strong communication/listening skills
• Strong organizational, teamwork disciplines and problem solving skills
• Certifications in hardware products (UNIX Server, Wintel/Blade, Storage, Networking)
• Trained and experience in the use of tools and procedures in data center server and storage support
• Trained and experienced in parts/logistics RSL practices, quality checks, escalation processes
• Carry company issued Laptop, diagnostics/manuals, cables, tools, Smartphone PDA/pager, Cell phone and Wireless

TERiX RSL Manager (LM1)

• College degree – BS in Logistics Management preferred
• 8-10 years experience in technology industry
• 5 years minimum experience in onsite advanced systems hardware maintenance
• 5 years minimum experience in picking, stocking, staging, shipping, packaging, inbound/outbound paperwork
• Strong teamwork orientation – interfacing with field engineering 7x24
• Strong detail orientation and full knowledge of TERiX inventory/logistics tools/systems
• Experience in secure process execution, sign-in/out process, empowers auto-replenishment methods

TERiX Logistics Manager (LM2)

• College degree – BS in Logistics Management, MS preferred
• 8-10 years experience in technology industry
• 7 years minimum experience in IT logistics, warehouse operations, movement and procurement
• 5-7 years minimum experience in quality initiatives, control processes
• Strong supplies and partner communication and management
• Experience in personnel management, project management and operations
• Experience in picking, staging, shipping, packaging, inbound/outbound paperwork
• Experience in supplier management, supply chain disciplines
• Experience and understanding of regulations, compliance, and best practices
• Certified Purchasing Manager, Black belt level preferred
• Experience in the use of inventory and logistics tools, applications and technologies

TERiX Duty Manager (DM)

• College degree – BS in IT related field preferred with advanced customer service training
• 8-10 years experience in technology industry
• 5 years minimum experience in onsite advanced systems hardware maintenance
• 5 years minimum experience in call handling, escalation management and project management
• 2 years minimum experience in call center management and personnel management
• Strong teamwork orientation and strong customer facing skills, detail/metric driven
• Strong listener, communicator with customer empathy, dedicated, results driven
• Full knowledge of TERiX tools/systems and processes, and strong leadership skills
• Experience in facilitation, problem resolution, resource utilization and internal process