Customer Engineer I - Charlotte NC
New Today
At Vertiv, we design, manufacture, and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments.
Why Vertiv is the best company for Field Service professionals:
- Vertiv is an industry leader in Technology and Services with a best-in-class Customer Service and Safety culture
- Company leaders have many years of hands-on Field Service experience in this industry and many others
- Tremendous focus is placed on employee technical and leadership development
- Technical Training takes place in our state of the art Training Academy or Regional Training Center with a strong focus on immersive, hands-on learning
- Competitive benefits include: Company vehicle, smartphone, laptop, personal protective equipment (PPE), other tools-of-the-trade, 401k, Profit Sharing, & Generous PTO/Vacation Plan, Medical, Vision & Dental & more
- Abundant technical resources including 24/7 Technical/Factory Support and technical online libraries of product documentation, work instructions, and self-help troubleshooting guides
- Company-wide commitment to promoting a strong work/life balance
- An employer-of-choice for Veterans with technical backgrounds
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 (2-120KVA) 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 to customer sites is required within the assigned district and sometimes outside of assigned district
- Most work is scheduled maintenance, but occasionally will involve unscheduled service
- 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.
- Valid driver's license with no more than (2) speeding violations in the last 3 years and/or no more than (1) major vehicle violations within the last 5 years
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.
At Vertiv, we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design, manufacture and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. With $5.0 billion in revenue, a strong customer base and global reach in nearly 70 countries, our move to establish a standalone business enables us to deliver greater value to our customers and create new opportunities for our people.
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
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 help.join@vertivco.com
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, O, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
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- Location:
- Charlotte
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