Customer Engineer I - Chicago, IL (Chicago)

Job Description

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

The Customer Engineer (CE) is responsible for installation, commissioning, scheduled and emergency service on Small to Large UPS, Power Distribution Units and other power products, & battery system products (2-120KVA) serviced by Vertiv, commensurate with appropriate classroom and on-the-job training. The Customer Engineer is required to establish, promote and maintain excellent rapport and collaboration with all customers, co-workers, sales representatives and others as appropriate.

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

Complete required Vertiv safety training assignments on time.

Adhere to on-site customer safety requirements when applicable.

Report all work-related accidents or injuries within 24 hours to the appropriate personnel.

Administration :

Complete accurate and timely administrative tasks (i.e. timecards, 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

4+ years military experience in a related technical field

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 is required

Flexible schedules (weekends, evenings, and holidays)

Valid drivers 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.

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 do not impose an undue hardship.

The successful candidate will embrace Vertivs 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

The anticipated salary range for this role in the IL locality is between $58,000 to $65,000 per year. Salary ranges for other geographic localities may vary. Certain roles are eligible for additional rewards, including merit increases, annual bonus and stock. These awards are allocated based on individual performance and are role based. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization,