Customer Engineer 2

The Field Service Technician is primarily responsible for scheduled and remedial (break-fix) service on Small to Medium UPS, Power Distribution Units & Battery system products serviced by Vertiv, commensurate with appropriate classroom and on-the-job training.  The Field Service Technician is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate.  The Field Service Technician is primarily responsible to support products and services sold to our “Edge” market segment, including retail, financial, and municipal customers. 

RESPONSIBILITIES:

ROLE

• Perform service tasks as assigned and as per company policies and procedures
• Capable of working under direct supervision or independently based upon training completion
• Render on-site and phone assistance to customers
• Communicate with Technical Support on technical or procedural issues
• Implement Field Change Notices per 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
• Maintain and operate company vehicle in accordance with local laws and company policy
• 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

• Complete accurate and timely administrative tasks (i.e. Time cards, expense report, mileage reports, Service Request task closure, service reports) per company guidelines
• Maintain individual inventory and perform cycle counts in accordance with company policy
• Maintain company property (company vehicle, credit cards, PPE, test equipment, laptop, etc.) per company policies

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 assignment
• Strive to provide all customers a “first time fix” for their equipment
• Maintain customer satisfaction rates per company guidelines
• Attend Customer Meetings as required

PERFORMANCE

• Maximize productivity by combining service opportunities
• Complete all technical and administrative 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 per company guidelines
• Perform inventory cycle counts per company guidelines
• Adhere to company dress code and safety regulations
• Meet or exceed on-site response time requirements for each customer
• Understand and comply with company startup/escalation processes and procedures
• Maintain proper and adequate level of internal communications

QUALIFICATIONS

Experience (one or more of the following)

• ASEET or AMEET, or progress towards, is preferred
• High School or Vocational School Diploma
• 2-4 years military experience in a related technical field
• 0-2 years of relevant industry experience

Interpersonal and Administrative Skills

• Communicate professionally and respectfully in both written and verbal forms
• Manage time effectively by prioritizing and balancing technical tasks with administrative tasks
• Collaborative with peers, customers, suppliers, and leadership
• Complete administrative tasks (i.e. report writing, time entry, expense reporting, material debriefing, inventory counting, etc.) in a timely fashion

Technical skills

• Make basic site evaluation skills to include: environmental temperature, and general operating conditions
• Familiarity with electrical / electronic test equipment and fundamentals
• Follow written technical documentation (i.e. procedures and product manuals) to perform service tasks
• Employ elementary fix/repair techniques based on directed supervision
• Complete service tasks and return unit to full operating conditions based upon directed supervision
• Summarize and report all work related tasks performed in written and verbal form
• Efficient with a personal computer and associated applications (Microsoft Office, Vertiv software, etc.)

WORKING CONDITIONS:

• Travel is required
• Flexible schedules (weekends, evenings, and holidays)
• Valid driver’s license
• Due to the safety sensitive aspect of the role, candidates are required to successfully pass a drug test prior to employment. In addition, you will also be required to complete and pass a pre-employment background check and a motor vehicle records check.

PHYSICAL REQUIREMENTS:

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 be able to consistently lift up to 50 pounds and occasionally up to 75 pounds.

Notes: Vertiv will make reasonable accommodations whenever necessary for all qualified employees or candidates with disabilities (as defined by applicable law), provided that (1) the individual is otherwise qualified to safely perform the essential functions of the job and (2) such accommodations due not impose an undue hardship.

THE VERTIV OPPORTUNITY

The successful candidate will embrace Vertiv's Core Principles & Behaviors to help execute our Strategic Priorities.

Our Core Principles: Safety | Integrity | Respect | Teamwork | Inclusion

Our Strategic Priorities

• High-Performance Culture
• Customer Focus
• Operational Excellence
• Innovation
• Financial Strength

Vertiv Behaviors

• Own it
• Act with urgency
• Foster a customer-first mindset
• Think big and execute
• Lead by example
• Drive continuous improvement
• Learn and seek out development
• Promote transparent & open communication

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