Senior Switchgear & Busbar Support Specialist - Remote

POSITION SUMMARY

Vertiv is hiring a Technical Support Engineer Level 2. This role provides technical support to Vertiv Services field personnel. This person will also provide a reliable avenue for the interface among the field, engineering, marketing, and logistics pertaining to the successful resolution of concerns related to specific Bus Bar & Switch Gear products.

RESPONSIBILITIES

• Provide technical support for Domestic and International customers and Customer Engineers
• Availability to conduct after-hours technical support in a weekly rotation schedule.
• Manage case and solutions per established call center process flow.
• Participate in Six Sigma projects and lean projects.
• Review down unit events from Uptime Tracker and determine root cause. 
• Perform in site visits to provide onsite assistance for down units.
• Support root cause investigation and customer reports.
• Review escalated warranty claims and process through warranty claim program.
• Develop service maintenance procedures and content to TKO knowledgebase.
• Support Logistics with parts research, spare parts, parts sourcing, and alternate components.
• Participate and provide input for new product development serviceability. 
• Review ECNs / Change Orders and identify service impact.
• Support development of Scope of Work and Service Offerings.
• Work very closely with product engineering and quality to address field issues.
• Attend new product and self-development training classes.
• Always model and enforce Vertiv Corporation safety guidelines at all times.
• Lead or actively participate in customer facing product performance meetings.
• Other duties as required.

 QUALIFICATIONS

• Minimum of four years electrical/electronic technical degree. Alternatively, military technical training or electronic certification with four years of relevant technical experience.
• Knowledge and experience in Bus Bar & Switch Gear equipment
• Demonstrated ability in electrical circuit understanding and troubleshooting.
• Field Service experience is a plus.
• Strong customer service communication and interaction skills.
• Excellent writing and verbal communication skills.
• Excellent organizational and time management skills.
• Possess a positive attitude and flexibility in a rapidly changing environment.
• Detail oriented and self-motivated with the ability to work without direct supervision.
• Proficient PC skills including all Microsoft Office products and web-based technologies.

PHYSICAL & ENVIRONMENTAL DEMANDS

• Occasionally lift objects up to 50 lbs. 

TIME TRAVEL REQUIRED

• Reactive, fast paced and high-profile environment.
• After-hours on-call availability through a rotational schedule.
• Scheduled travel, domestic and international, as required.
• Flexible schedule (Weekends, evenings, holidays)

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 $6.9 billion in revenu