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. We are the trusted Service Provider for 70%+ of Fortune 500 companies, including industry-leading data centers and providers of colocation and cloud service.
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
Relies on extensive experience and judgment to plan and accomplish goals
A Customer Engineer is responsible for installation, commissioning, scheduled and emergency service on products serviced by Liebert commensurate with appropriate certification. The CE is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate. The CE is also required to maintain continuous communication with CRC, Area/District Offices, and direct manager.
DUTIES & RESPONSIBILITIES:
ROLE
Performs many complicated work related tasks
Requires no direct supervision for daily operations based upon training
Leads and directs the work of other associates in the District
Provides guidance to others on complicated situations
Maintain certifications per Job Progression table
TECHNICAL
Provide On-the-Job training as required
Conduct Customer Equipment training
Provide first level escalation support for fellow associates in the district
Render on site and phone assistance to customers and fellow associates
Communicate with National Technical Support on equipment issues
Perform work related tasks according to company guidelines for scheduled maintenance
Implement Field Change Notices 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
Time cards, expense reports, mileage reports, ticket closure, et al.
Maintain individual inventory in accordance with company policy
Provide estimated time of arrival to the Customer Response Center where applicable
Maintain company property according to company policies
Vehicle, credit cards, PPE, test equipment, laptop, pager, et al.
CUSTOMER SATISFACTION
Provide proper and adequate communication to internal and external customers
Complete scheduled maintenance documentation properly and provide to the customer upon completion of each designated assignment
Provide estimated time of arrival to the customer for where applicable
Strive to provide all customers a "first time fix" for their equipment
Maintain customer satisfaction rates according to company guidelines
Attend customer meeting as required
PERFORMANCE
Maximize productivity by combining service opportunities
Complete all work in an efficient and timely manner
Capable of making strong decisions, technical and commercial, 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
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
Ability to communicate with all levels within the organization -Managers, co-workers, Support Services, electronic communications, et al.
In all aspects of job requirements, must lead by example, and conduct themselves in a higher standard. Must act and perform as a role model to all field associates
Conduct themselves in a high degree of professionalism, and of service delivery
Ability to handle stressful situations and provide a calming effect to customer
High level of diplomacy when interacting with internal and external customers
KNOWLEDGE, SKILLS & ABILITIES:
Required experience (one or more of the following)
ASEET - preferred
ASMET
Six years military experience in a related field
Equivalent industry experience
Job Progression requirements
Minimum 3 years as a CE III
Product certifications and field knowledge assessment up to date in accordance with job level (refer to job progression chart)
Meet all aspect of your current job description
Consistent Performance appraisal ratings averaging .25 above the yearly PAR
Interpersonal Skills
Professional
Reliable
Team Player
Mastery of electrical / electronic test equipment and theory
Must be able to read and interpret electrical line diagrams and blueprints
Solid foundation of OHM's law and electronic theory
In all aspects of the job, need to lead by example, and held to a higher standard of conduct
Product certifications up to date
Meet all aspects of the job description
Performance evaluation rating of meets all aspects of job requirement or better
Consistent performance and customer relation skills
Mentor to co-workers (ability / desire to train others)
Technical skills
Ability to make an immediate site evaluation skills to include: environmental temperature, and general operating conditions without supervision
Provide required technical fix/repair techniques as necessary
Download pertinent operating information to provide independent troubleshooting evaluation
Capable of completing tasks and return unit to full operating conditions without direct supervision
Ability to summarize and report all work related tasks performed
Ability to give technical assistance via the telephone to customers on a regular basis
Provide phone technical support to junior level associates
Independently evaluate, recognize and recommend acceptable customer solutions based upon site evaluation
Recommend and direct activities at a customer site by leading technical activities of other technicians at a customer site
Provide on-site customer consultation
Provide diagnostic and product verification training based upon certifications and experience
Provide OJT for all levels of CE's in all products certified and trained in
Capable of providing project management and direct supervision for major projects as required at customer sites
Provide expert site evaluation for Liebert Power Products and related systems
Assist Liebert Engineering and National Tech Support with site evaluations and recommendations as required
Expert consultant to customers on-site
Expert in job related and site acceptance testing
Strong skill sets:
Communication skills
Ability to communicate with all levels within the customer organization
Verbal
Written
Professional Customer service delivery skills
Able to manage stressful situations
Diplomacy
Troubleshooting skills
Safety procedures
Organizational and planning skills
Computer skills
Basic word processing
Spreadsheet processing
Electronic mail
Mechanical aptitude
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.
Deployable in event of emergencies
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.
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.
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 successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.
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 billion in sales, 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.
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. 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.
