POSITION SUMMARY
Vertiv is hiring a Technical Support Engineer Level 2. This role provides technical support to Vertiv Services field personnel. This person will also provide a reliable avenue for the interface among the field, engineering, marketing, and logistics pertaining to the successful resolution of concerns related to specific Bus Bar & Switch Gear products.
RESPONSIBILITIES
- Provide technical support for Domestic and International customers and Customer Engineers
- Availability to conduct after-hours technical support in a weekly rotation schedule.
- Manage case and solutions per established call center process flow.
- Participate in Six Sigma projects and lean projects.
- Review down unit events from Uptime Tracker and determine root cause.
- Perform in site visits to provide onsite assistance for down units.
- Support root cause investigation and customer reports.
- Review escalated warranty claims and process through warranty claim program.
- Develop service maintenance procedures and content to TKO knowledgebase.
- Support Logistics with parts research, spare parts, parts sourcing, and alternate components.
- Participate and provide input for new product development serviceability.
- Review ECNs / Change Orders and identify service impact.
- Support development of Scope of Work and Service Offerings.
- Work very closely with product engineering and quality to address field issues.
- Attend new product and self-development training classes.
- Always model and enforce Vertiv Corporation safety guidelines at all times.
- Lead or actively participate in customer facing product performance meetings.
- Other duties as required.
QUALIFICATIONS
- Minimum of four years electrical/electronic technical degree. Alternatively, military technical training or electronic certification with four years of relevant technical experience.
- Knowledge and experience in Bus Bar & Switch Gear equipment
- Demonstrated ability in electrical circuit understanding and troubleshooting.
- Field Service experience is a plus.
- Strong customer service communication and interaction skills.
- Excellent writing and verbal communication skills.
- Excellent organizational and time management skills.
- Possess a positive attitude and flexibility in a rapidly changing environment.
- Detail oriented and self-motivated with the ability to work without direct supervision.
- Proficient PC skills including all Microsoft Office products and web-based technologies.
PHYSICAL & ENVIRONMENTAL DEMANDS
- Occasionally lift objects up to 50 lbs.
TIME TRAVEL REQUIRED
- Reactive, fast paced and high-profile environment.
- After-hours on-call availability through a rotational schedule.
- Scheduled travel, domestic and international, as required.
- Flexible schedule (Weekends, evenings, holidays)
The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.
OUR STRATEGIC PRIORITIES
- Customer Focus
- Operational Excellence
- High-Performance Culture
- Innovation
- Financial Strength
OUR 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
At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $6.9 billion in revenue, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.
Vertiv is an Equal Opportunity/Affirmative Action employer.We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected]. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers
Work Authorization
No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
United States
