Job Description
Nearly all aspects of our lives involve the use of technology. Connectivity and the use of data is built into the very fabric of our society. It is vital to human progress. Vertiv believes there is a better way to meet the accelerating demand for data - one driven by passion and innovation. Vertiv brings together hardware, software, analytics, and ongoing services to ensure a customer's digital infrastructure and vital applications run continuously, perform optimally, and scale with business needs.
As a Vertiv UPS Customer Service Engineer, you will be primarily responsible for startups, planned maintenance, and emergency repairs of UPS, Emergency Lighting, battery systems, power distribution (STS), and site monitoring equipment. Your secondary responsibility will be to establish, promote and maintain excellent rapport with our customers, sales teams, distributors, and others that fall within your area of expertise, whilst maintaining active and open dialogue with the wider Vertiv service management team.
Key Responsibilities:
A Member of the Team
At Vertiv you won't just be a UPS Customer Service Engineer, you will be a valued member of the Vertiv Service Operations team. We are passionate in collaborating to reach and exceed our client's expectations. You'll deliver towards this by contributing with your technical expertise, taking ownership of situations and supporting other UPS service team members with best practice and innovative solutions.
Customer Focused Delivery
Customer excellence is a core Vertiv Value. Expectation to respond appropriately, in a timely manner and professionally to all service calls whilst on duty. You will leverage your expert knowledge of UPS, Batteries, Power Distribution and Site Monitoring equipment to deliver excellent customer experience and service. You will have the opportunity to attend customer site meetings, provide technical recommendations to clients and colleagues.
Flexibility
Our clients expect their systems to operate 24/7/365, and ultimately Vertiv's critical infrastructure to do the same, therefore, your flexibility is pivotal to the Customer Service Engineer role where a reasonable amount of night and weekend work is necessary. We make this fair and equitable so that everybody 'shoulders their corner' of the responsibility.
Regulatory, Process and Health & Safety Excellence
You will be knowledgeable in current Health and Safety legislation to ensure our clients; you and our team are safe whilst carrying out site activities. Ensure all current Vertiv EHS processes are followed.
What Work Will You Be Doing?
1. Planned routine maintenance of UPS and associated battery systems.
2. System commissioning, startup, load bank and site acceptance testing.
3. Remedial work tasks either as planned repairs or part of a callout activity.
4. Fault finding, investigations and rectification.
5. On site customer familiarization training.
6. Extensive travel necessary to customer sites of varying locations.
7. Be included on the UPS callout rota to provide 24-hour response.
What Will Make You Successful?
1. Experience of working in a field operations role.
2. HNC/HND in Electrical/Electronic Engineering or equivalent - or previous experience working with UPS, Emergency Lighting and Battery systems.
3. Experience and understanding of customer mission critical infrastructure and environments.
4. Experience of fault finding and rectification.
5. Ability to effectively communicate technical information and read electrical circuit diagrams.
6. Demonstrate professionalism, cooperation, courtesy, and assertiveness.
7. Demonstrate good customer relation skills by providing a prompt personalized service.
8. Ability to manage multiple tasks simultaneously. Effective planning, set priorities, organize, and coordinate work activities with others.
9. Effectively handle stressful situations. Able to resolve conflict and meet deadlines.
10. Self-motivated and results driven.
11. Good understanding of IT, communication protocols and firmware flashing advantageous.
12. Excellent written and verbal English language.
13. Full driving license essential.
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