AC Power Customer Engineer - Little Rock

POSITION SUMMARY

The Field Service Technician is responsible for installation, commissioning, and scheduled or emergency service on Small to Medium UPS & Battery system products (2-120KVA) serviced by Vertiv, commensurate with appropriate training certification.  The Field Service Technician is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate.  The Field Service Technician is primarily responsible to support products and services sold to our “Edge” market segment and dispatched through our Coordinated Services/CRC teams. 

RESPONSIBILITIES 

• Rely on direction from Coordinated Services Dispatch team to accomplish goals 
• Perform several UPS/Battery work related tasks 
• Capable of working under direct supervision or independently based upon training 

TECHNICAL 

• Render on site and phone assistance to customers. 
• Communicate with National Technical Support on equipment issues 
• Perform work related tasks per company guidelines for scheduled maintenance 
• Implement Field Change Notices per published guidelines 
• Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips 

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 per 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 per company policies 
• Vehicle, credit cards, PPE, test equipment, laptop, et al. 

CUSTOMER SATISFACTION 

• Provide proper and adequate communication to internal and external customers 
• Provide estimated time of arrival to the customer for where applicable 
• Complete scheduled maintenance documentation properly and provide to the customer and local office upon    completion of each designated 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 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 
• Managers, co-workers, Support Services, electronic communications, et al. 

 QUALIFICATIONS

• Required experience (one or more of the following) 
• ASEET, or progress towards – preferred 
• Four to Six years military experience in a related field 
• Equivalent industry experience
• Interpersonal Skills 
• Professional 
• Reliable 
• Team Player 
• Familiarity with electrical / electronic test equipment and fundamentals 

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 

PHYSICAL REQUIREMENTS

While performing duties of the above jobs,