PREMIER FIELD ENGINEER - CRM

Job Category: Customer Service & Support
Location: Charlotte, NC, US
Job ID: 830650-106827
Division: Services & Support

Premier Field Engineering CRM
Location: Charlotte, NC

Are you a motivated individual who enjoys working in a team-oriented environment? Are you passionate about working with customers and solving complex situations? Do you enjoy the thought of providing proactive services to customers to improve the overall health of their Dynamics CRM implementations? If so, the Premier Field Engineering team is looking for you to join their team as a Dynamics CRM Premier Field Engineer.

The goal of the CRM PFE is to provide high quality technical support reactively and proactively to a designated set of strategic Microsoft customers. The Transactional' Premier Field Engineer role focuses on delivering either proactive services or reactive support. Proactive engagements are value-added services delivered to customer to help reduce risk and/or improve the performance of their application, and reactive support delivers onsite expertise to compliment a reactive support incident. This role will require you to accumulate, maintain, and demonstrate technical knowledge of Microsoft Dynamics CRM and related Microsoft products. You will apply this knowledge to each customer through proactive and preventative work to promote organizational health and reduce risk at their site. This role requires the ability to acknowledge opportunities and solve real world customer business problems by leveraging Microsoft Business Solutions Applications and technologies.

Primary responsibilities include providing on-site technical support solutions for customer service delivery and availability, while ensuring satisfaction with Microsoft software. The Premier Field Engineer acts as the primary onsite technical contact, providing customer visibility, advanced technical troubleshooting support and problem resolution for corporate customers, including issues escalated to the highest levels of management. You will also provide product technical training onsite, by phone and electronic media. The PFE must be able to manage hot issues by setting customer expectations, devising and implementing action plans, being available 24x7 and professionally communicating to all parties involved. You must possess current passport or be able to obtain passport within 90 days of hire and you must be available for travel dispatch 24x7x365.

Travel is 70%, mostly on the eastern seaboard, but includes travel across the US as well.

Requirements:
Strong product knowledge of Microsoft Dynamics CRM
Superior knowledge and demonstrated technical proficiency in Windows Server and Microsoft client products, SQL Server, and Dynamics CRM
Solid understanding of client/server, networking, and Internet technologies fundamentals.
Knowledge of DNS, Exchange Server & Active Directory as it relates to CRM implementations
5 or more years experience in systems development, network operations, and software support or IT consulting or 5 or more year's industry experience with Microsoft products
Solid communication and customer relations skills including the ability to effectively communicate with customer managers and executives on technical and business issues.
Ability to work well in a team environment
Strong problem-solving skills
Must be US citizen
Hold or be able to obtain a US security clearance

Preferred:
MCSE
Microsoft Certified Business Management Solutions Professional - Installation & Deployment for Microsoft Dynamics CRM 4.0 certification - not required at hire but within 12 months of hire

Interested in learning more about Customer Service & Support? Follow us on Twitter @MicrosoftCSSjob, become a fan on Facebook under "Microsoft Customer Service and Support", and find our blog at http://microsoftcss.wordpress.com/. Find out more about Premier Field Engineers and their work at the CSS blog and at the Microsoft PFE Facebook page, found under "Premier Field Engineers at Microsoft".

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PFE