Technical Support Engineer Level 2

2 months ago

Columbus, Ohio, United States Vertiv Full time

Job Description

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 Power and UPS products.

RESPONSIBILITIES

  • Provide technical support for Domestic and International customers and Customer Engineers
  • Enter/Update Oracle Engagement cases for each phone call received
  • Create Service Requests when field technicians are required for site dispatch
  • 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
  • Participate in site visits to provide onsite assistance for down units
  • Review warranty claims and process through warranty claim program
  • Draft and modify technical procedures and content to TKO knowledgebase
  • Attend new product and self-development training classes
  • Attend product training for all supported products
  • Model and enforce Vertiv Corporation safety guidelines at all times
  • Listen in on customer meetings and teleconferences as directed
  • Submit expense reports, trip reports, and time cards accurately and on time
  • Other duties as required

QUALIFICATIONS

Minimum Job Qualifications:

  • Knowledge and experience in Power and UPS industry
  • Demonstrated ability in electrical circuit understanding and troubleshooting
  • 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

EDUCATION AND CERTIFICATIONS

  • Minimum of four years electrical/electronic technical degree.
  • Alternatively, military technical training in a related field or electronic certification with two years of relevant technical experience.

PHYSICAL REQUIREMENTS

  • Occasionally lift objects up to 50 lbs.

WORKING CONDITIONS

  • 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)

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

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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