Field Service Representative

POSITION SUMMARY

Vertiv is hiring a Field Services HVAC Representative in Montreal region, who will be responsible for service, installation, commissioning, scheduled and emergency service on Liebert cooling products serviced by Vertiv commensurate with appropriate certification.  The Field Service Representative HVAC is required to establish, promote, and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate.  The Field Service Representative HVAC is also required to maintain continuous communication with CRC, Area/District Offices, and direct manager.

RESPONSIBILITIES

ROLE

• Rely on direction to accomplish goals.
• Perform a number of work-related tasks.
• Capable of working under direct supervision or independently based upon training.

TECHNICAL

• Render on site and phone assistance to customers.
• Communicate with appropriate Technical Support on equipment issues
• Perform work related tasks according to company guidelines for scheduled maintenance
• Implement Field Change Notices (FCN) according to published guidelines
• Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips

SAFETY

• Operate in a safe manner in accordance with published safety guidelines
• Must wear appropriate PPE as per company guidelines and accordance with job duties
• Adhere to work hours policy guidelines – “14 hours rule”
• Report all work related accidents or injuries within 24 hours to the appropriate personnel.

ADMINISTRATION

• Provide accurate and timely reporting according to company guidelines.
• Timecards, expense reports, mileage reports, ticket closure, forms, et al.
• Maintain individual inventory in accordance with company policy
• Provide estimated time of arrival to the Customer Response Center (CRC) where applicable
• Maintain company property according to company policies.
• Vehicle, credit cards, PPE, test equipment, laptop, pager, cell phone, et al.

CUSTOMER SATISFACTION

• Provide proper and adequate communication to internal and external customers
• Provide estimated time of arrival to the customer where applicable
• Complete scheduled maintenance documentation properly and provide to the customer and local office upon completion of each designated assignment
• Strive to provide all customers a “first time fix” for their equipment
• Maintain customer satisfaction rates according to company guidelines
• Attend Customer Meetings as required

 PERFORMANCE

• Maximize productivity by combining service opportunities
• Complete all work in an efficient and timely manner
• Capable of making technical and commercial decisions under pressure
• Properly evaluate site and equipment for appropriate billing status
• Maintain productive utilization rate according to company guidelines
• Perform inventory cycle counts according to company guidelines
• Adhere to company dress code and safety regulations
• Understand and comply with company startup/escalation processes and procedure
• Maintain proper and adequate level of internal communications to Managers, co-workers, Support Services, electronic communications, et al.

QUALIFICATIONS

Required education

• Must have a High School Diploma or a Diploma of Vocational Studies (DEP) in Refrigeration

• 4th Year Refrigeration Apprentice (Quebec) or Certified Journeyperson with a Refrigeration Qualification 

Required experience (One of the following)

• 3-5 years relevant industry/commercial experience

Interpersonal Skills

• Professional
• Reliable
• Team Player
• Must be proficient with electrical / electronic test equipment and fundamentals
• Must be proficient in reading and interpreting electrical line diagrams and blueprints

Technical skills

• Ability to make in depth site evaluations.  Skills to include: environmental temperature and general operating conditions
• Independently perform fix/repair techniques based on knowledge
• Ability to demonstrate proper brazing techniques
• Capable of completing tasks and return unit to full operating conditions
• Ability to summarize and report all work related tasks performed

Strong skill sets:

• Communication skills
• Customer service skills
• Troubleshooting skills
• Safety procedures
• Organizational and planning skills
• Computer skills
• Mechanical aptitude 

WORKING CONDITIONS:

• Travel is required
• Flexible schedules (weekends, evenings, and holidays)
• Valid driver’s license

PHYSICAL & ENVIRONMENTAL DEMANDS

While performing duties of the above jobs, the associate is regularly required to stand, walk, use hands and fingers, handle or feel objects, tools or other components; reach with hands and arms; stoop, kneel, crouch, or crawl; talk, hear and smell.  The associate frequently is required to sit and climb or balance. Specific vision abilities required by this job include close vision, distant vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  Must have ability to regularly lift at least 50 pounds.

TIME TRAVEL REQUIRED

• 10%

The anticipated salary range for this role in the Montreal locality is between $60000 to $90000 per year —salary ranges for other geographic localities may vary. Certain roles are eligible for additional rewards, including merit increases, annual bonus and stock. These awards are allocated based on individual performance and are role based. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. The role is eligible to participate in a comprehensive and competitive benefits program, including medical, dental, disability, PTO, holiday pay, employee and family assistance program, and pension. Additional details about total compensation and benefits will be provided during the hiring process.