Customer Engineer I - New York, New York

Brief Job Description: 

A Field Service Technician is responsible for startups, certifications, preventative maintenance and scheduled maintenance for battery and small systems. The Field Service Technician (FST) is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate. The FST is also required to maintain continuous communication with CRC, Area/District Offices, and direct manager.

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

Duties & Responsibilities:

Role:

• Rely on direction to accomplish goals
• Perform a number of work related tasks
• Capable of working under direct supervision or independently based upon training

Technical:

• Communicate with National Technical Support on issues
• Perform work related tasks according to company guidelines for scheduled maintenance
  • Inspection of UPS and Battery systems to identify problems
  • Maintain customer’s UPS and Battery systems in proper condition
  • Install battery systems according to the manufacturers specifications
  • Implement Field Change Notices according to published guidelines
  • Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips
  • Render on site and phone assistance to customers.

Safety:

• Operate in a safe manner in accordance with published safety guidelines
• Must wear appropriate PPE as per company guidelines and accordance with job duties
• Adhere to work hours policy guidelines – “14 hours rule”
• Report all work related accidents or injuries within 24 hours to the appropriate personnel.

Administration:

• Provide accurate and timely reporting according to company guidelines
  • Time cards, expense reports, mileage reports, ticket closure, forms et al.
  • Maintain individual inventory in accordance with company policy
  • Provide estimated time of arrival to the Customer Response Center where applicable
  • Maintain company property according to company policies 
    • Vehicle, credit cards, PPE, test equipment, laptop, pager, et al. 

Customer Satisfaction:

• Provide proper and adequate communication to internal and external customers
• Complete scheduled maintenance documentation properly and provide to the customer and local office upon completion of each designated assignment 
• Provide estimated time of arrival to the customer for where applicable
• Strive to provide all customers a “first time fix” for their equipment
• Maintain customer satisfaction rates according to company guidelines
• Attend Customer Meetings as required

Performance:

• Maximize productivity by combining service opportunities
• Complete all 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 according to 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 
  • Managers, co-workers, Support Services, electronic communications, et al.

Knowledge, Skills & Abilities:

• Required experience (one or more of the following)
  • Excellent working knowledge of electricity and the electro-chemical theory of batteries
  • Strong Mechanical aptitude
  • Equivalent industry experience
• Interpersonal Skills
  • Professional
  • Reliable
  • Team Player 
• Must be able to read and interpret electrical line diagrams and blueprints
• Working knowledge of OHM’s law and electronic theory
• Technical skills
  • Ability to make basic site evaluation skills to include: environmental temperature, and general operating conditions
  • Elementary fix/repair techniques based on directed supervision
  • Capable of completing tasks and return unit to full operating conditions based upon directed supervision
  • Ability to summarize and report all work related tasks performed 
• Strong skill sets:
  • Communication skills
  • Customer service skills
  • Troubleshooting skills
  • Safety procedures
  • Organizational and planning skills
  • Computer skills
  • Mechanical aptitude 

Working Conditions:

• Travel is required
• Flexible schedules (weekends, evenings, and holidays)
• Valid driver’s 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 due not impose an undue hardship.
 

The anticipated salary range for this role in the New York City locality is between $65,000 and $72,000 per year based on a 40-hour work—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, disability, PTO, holiday pay, and 401k. Additional details about total compensation and benefits will be provided during the hiring process.

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities. 

OUR CORE PRINCIPALS: Safety.  Integrity.  Respect.  Teamwork.  Inclusion.

OUR STRATEGIC PRIORITIES

•  High-Performance Culture• Customer Focus

•  Operational Excellence

•  Innovation

•  Financial Strength

VERTIV 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
• Promote transparent & open communication 

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs.  Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.   

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.

Equal Opportunity Employer

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].