Description:
The Customer Engineer (CE) is responsible for installation, commissioning, scheduled and emergency service on Small to Large UPS, Power Distribution Units and other Power Products, & Battery system products (2-120KVA) serviced by Vertiv, commensurate with appropriate classroom and on-the-job training. The Customer Engineer is required to establish, promote and maintain excellent rapport and collaboration with all customers, co-workers, sales representatives and others as appropriate.
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 [CS1]
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”
- Complete required Vertiv safety training assignments on time.
- Adhere to on-site Customer safety requirements when applicable.
- Report all work-related accidents or injuries within 24 hours to the appropriate personnel.
ADMINISTRATION
- Complete accurate and timely administrative tasks (i.e. Timecards, 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
- 4+ years military experience in a related technical field
- 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.