Marc C.
Field Service Manager

Some people like eating at a favorite restaurant, where they have a favorite dish and where the atmosphere is familiar and comfortable. Not Marc. He prefers variety and excitement to familiarity—and he’s plenty of both on his plate as a field service manager for EMC.

Marc’s daily responsibilities revolve around the maintenance, service, and support of enterprise clients in Western Canada, including Toronto. Unlike many support environments, our calls aren’t escalated through a linear, tier-based system. Instead, Marc serves as a point-person to bring in a diverse array of support resources to handle an issue. He figures out the problem and then works as an account manager—tapping the right people to help get things fixed.

"The technical environment we operate in, specifically with EMC’s hardware-plus-software offering, is so broad that no one person could do the job," Marc explains. Therefore, he serves as a manager and a caseworker, dipping into a large pool of technologists with narrower but deeper areas of expertise.

In addition to his work supporting the complete EMC product portfolio, Marc has additional responsibility for helping salespeople plan their strategies. With EMC moving toward solution sales that bring together hardware, software, and services, Marc helps figure out what level of service is necessary for a specific customer.

Why Marc joined EMC

The breadth of his role puts Marc in a position where he’s working on a wide variety of problems, and that’s his favorite part of the job. "You never really know what kind of a day you’re going to have," he says. "I have the ability to work from home," he adds, but he prefers to be in the office, because it makes talking to people faster and easier. And with all that variety, who knows whom he’ll be talking to next.

Want to work with Marc in service and support?

It’s important that people in his role are comfortable with a hectic environment. You’ll need to be flexible, and have the capacity to thrive on excitement.