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David Careers

Customer Engineer - Cleveland, OH

Posted 2 days ago

vertiv holdingsAkron (OH)
Computer Systems Engineers/ArchitectsCommercial and Industrial Machinery and Equipment Repair and Maintenance

SENIORITY

Senior

SALARY

$64,032 - $80,075 per year

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About the role

Customer Engineer 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 all Small to Large UPS, Power Distribution Units and other Power Products, & Battery system products 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:
  • 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 [CS1]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 Fatigue Management policy guidelines
  • 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 8 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 [CS2]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 driver's license
  • May have on-call responsibilities
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 due not impose an undue hardship. The anticipated salary range for this role in the Cleveland, OH locality is between $64,032 to $80,075 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 receive and/or participate in profit sharing, allowances, travel and/or car expenses, and earn sales incentives based on revenue or utilization depending on the terms of the employee's role and individual offer details. The role is eligible to participate in a comprehensive and competitive benefits program, including medical, dental, vision, PTO, and 401k. Additional details about total compensation and benefits will be provided during the hiring process. The successful candidate will embrace Vertiv's Core Principles & Behaviors to help execute our Strategic Priorities. Our Core Principles: Safety | Integrity | Respect

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