Technical Support Engineer Level 2

6 months ago

Westerville, United States Vertiv Full time

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 $ 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

 

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