Thermal Technical Support Engineer Tier 1

POSITION SUMMARY

This position provides technical support for the installation, commissioning, and service of all Thermal products. Support investigation of equipment failure and develop corrective actions.

Devise service procedures and perform technical reviews of warranty claims. The position liaison with the Field Operation team, quality, and engineering with timely resolution of customer events.

RESPONSIBILITIES

• Provide technical support for Vertiv Customers, Customer Engineers, and Service Partners.
• Manage case and solution per established call center process flow.
• Collaborate with key functional areas like Logistics and Supply Chain, Quality, and Engineering.
• Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips
• Perform simulation and test on product assemblies for functionality and operations.
• Create events from the Root Cause Analysis reports into Knowledgebase.
• Participate in site visits to acquire OJT. Complete and submit trip reports.
• Attend new product and self-development training classes.
• Model and enforce Vertiv safety guidelines at all times.
• Participate in customer meetings and teleconferences as directed.
• Review Warranty service tickets per established policy guidelines
• Assist with analysis and trending of service reports.
• Draft product service procedures for Technical Knowledge Online publication
• Maintain customer satisfaction rates according to company guidelines.
• Assist with new product Serviceability Verification Testing
• Submit expense reports, trip reports, and other reports accurately and on time.
• Additional duties as required.

QUALIFICATIONS

• Minimum of four years electrical / electronic technical degree. Alternatively, military technical training or electronic certification with two years of relevant technical experience.
• Minimum 2 years HVAC experience in a related field with equivalent industry experience
• Preferred professional HVAC industry certifications such as NATE, MTAA, or Journeyman’s HVAC license.
• Familiarity with electrical / electronic test equipment and fundamentals
• Demonstrate ability in electrical circuit understanding and troubleshooting.
• Working knowledge of principles of refrigeration and air conditioning laws and electronic theory
• Proficient PC skills including all Microsoft Office products and web-based technologies.
• Excellent writing and verbal communication skills
• Excellent organizational and time management skills.
• Interpersonal Skills, Professional, Reliable, Team Player

PHYSICAL & ENVIRONMENTAL DEMANDS

No Special Requirements

TIME TRAVEL REQUIRED

• 20% travel may be required, work flexible schedules and maintain valid driver’s license
• After-hours availability on a rotating weekly schedule.

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

At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI.

We design, manufacture, and service the products and solutions that keep the world connected. With $5 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.