Power Technical Support Level 3 Engineer - Westerville

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.

 

RESPONSIBILITIES 

Technical Support

• Provide Domestic and International Technical Assistance 
• Provide on-site Technical Assistance as required 
• Model and enforce safety guidelines always
• Participate in customer meetings and teleconferences as directed
• Participate in root cause investigations for critical sites

Sustaining

• Participate 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 SmartSheet Database (DB) (Code15)

Projects

• Participate 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

Administration

• Document phone calls for tracking and reporting purposes, methods may vary 
• Submit expense reports, Site Vist reports, and timecards accurately and on time

Continuous Improvement

• 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.

Other Duties as assigned

 

QUALIFICATIONS

Minimum Job Qualifications: 

• 3-5 years of experience                                                                                                                          
• Minimum three years’ experience in a Tech Support capacity or equivalent experience, including one year experience interacting with customers on a technical level required, field service experience a plus
• Knowledge of and at least one year 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

 

EDUCATION AND CERTIFICATIONS

• Bachelor’s or associates degree in Electrical/electronic technical degree, or equivalent training and experience

 

PHYSICAL REQUIREMENTS

• Reactive, fast paced environment
• Professional office environment
• On-call availability through a national paging/cellular system using a scheduled rotation
• Flexible schedule (Weekends, evenings, holidays)
• Frequent kneeling/crawling/stooping

 

 

WORKING CONDITIONS

• 20% travel 
• Driver's License Required: Yes
• Available for travel in event of emergencies

 

 

At Vertiv, we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design, manufacture and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. With $5.0 billion in rev