Technical Support Engineer Level 2 (Westerville)

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
30+ days ago