Sr. Service Technical Support Engineer
Vertiv
Westerville, Ohio
technical
technical support
engineer
technical
lead
team
meetings
people
research
leadership
technical assistance
assistance
safety
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November 26, 2022
Vertiv
Westerville, Ohio
Job Description
Provide technical expertise and resolution in addressing product performance issues. Complete service documentation and parts research. Participate in warranty review and other service-related projects. Participate in product sustaining efforts, working closely with manufacturing and other departments. Provide leadership for less experienced team members.
KEY OUTCOMES
Responsibilities
Technical Support
Qualifications
Minimum Qualifications: (education, experience level, knowledge, skills, certifications).
OUR VALUES
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 [email protected]
Work Authorization
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, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Provide technical expertise and resolution in addressing product performance issues. Complete service documentation and parts research. Participate in warranty review and other service-related projects. Participate in product sustaining efforts, working closely with manufacturing and other departments. Provide leadership for less experienced team members.
KEY OUTCOMES
Responsibilities
Technical Support
- Lead in providing Domestic and International Technical Assistance
- Provide on-site Technical Assistance as required
- Model and enforce safety guidelines always
- Lead in customer meetings and teleconferences as directed
- Lead root cause investigations for critical sites
- Back-up Manager as escalation point-of-contact as requested
- Lead in development of service-related documentation
- Assist in the Warranty Validation Program
- Provide technical guidance to Marketing in development of Scope of Work documents, and new services
- Assist Logistics with parts research, spare kits, parts sourcing, and last time buy
- Review Engineering Change Notices (ECN) and develop Service Tips, Field Change Notices, and Safety Bulletins
- Participate in uptime meetings and maintain Tracker Database (DB) (Code15)
- Represent team in new product design review meetings
- Ensure new product serviceability requirements are addressed
- Participate in new product Serviceability Verification Testing
- Participate in Six Sigma / lean projects
- Participate in tools and test equipment evaluation program
- Participate in development and validation of E-forms
- Create and deliver Webinar content as assigned
- Document phone calls for tracking and reporting purposes, methods may vary
- Submit expense reports, trip reports, and timecards accurately and on time
- Attend new product and self-development training classes
- Maintain familiarity with new products/environments that may affect product operation to include new revisions, updates, upgrades, etc.
Qualifications
Minimum Qualifications: (education, experience level, knowledge, skills, certifications).
- BA or BS or equivalent experience (BS preferred n field directly related to work)
- 5-7 years of experience
- Minimum five years experience in a Tech Support capacity or equivalent experience, including two years experience interacting with customers on a technical level required, field service experience a plus
- Knowledge of and at least two years experience in Power and/or UPS industry
- Excellent communication skills, both written and verbal
- Excellent organizational, analytical and interpersonal skills
- Proficient in MS Office
- Detail-oriented
- Ability to work and multi-task in a fast-paced environment
- Ability to work without direct supervision.
- Possess a positive attitude and flexibility in a rapidly changing environment
- Aptitude for leadership
- Technical knowledge of the company s power products and services required
- % of Travel: 25%
- Driver's License Required: Yes
- Frequent kneeling/crawling/stooping
OUR VALUES
- Acting Like an Owner
- Assuming Positive intent in all employee interactions
- Being passionate about your work
- Challenging yourself in personal development
- Being tireless in exceeding customer expectations
- Assisting others to be successful as a team
- Owning our own mistakes quickly
- Talking with people and NOT about them
- Creating a culture where people can be their best
- Be self-aware and learn
- Embrace the customer experience
- Think and act broadly
- Drive change and innovation
- Leverage diversity for organization effectiveness
- Foster collaborative relationships
- Take intelligent risks
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 [email protected]
Work Authorization
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, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
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