AC Power Customer Engineer-Philadelphia

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 
  • Relies on extensive experience and judgment to plan and accomplish goals

 

A Customer Engineer is responsible for installation, commissioning, scheduled and emergency service on products serviced by Liebert commensurate with appropriate certification.  The CE is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate.  The CE is also required to maintain continuous communication with CRC, Area/District Offices, and direct manager.

DUTIES & RESPONSIBILITIES:

ROLE

• Performs many complicated work related tasks
• Requires no direct supervision for daily operations based upon training
• Leads and directs the work of other associates in the District
• Provides guidance to others on complicated situations
• Maintain certifications per Job Progression table

TECHNICAL

• Provide On-the-Job training as required
• Conduct Customer Equipment training
• Provide first level escalation support for fellow associates in the district
• Render on site and phone assistance to customers and fellow associates
• Communicate with National Technical Support on equipment issues
• Perform work related tasks according to company guidelines for scheduled maintenance
• Implement Field Change Notices according to 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 according to company guidelines
  • Time cards, expense reports, mileage reports, ticket closure, 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 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 meeting as required

 

PERFORMANCE

• Maximize productivity by combining service opportunities
• Complete all work in an efficient and timely manner
• Capable of making strong decisions, technical and commercial, under pressure
• Properly evaluate site and equipment for appropriate billi