AC Power Field Service Technician-Albany

Job Description  

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 

ROLE

• 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

WORKING CONDITIONS:

• Travel is required
• Variable schedules (weekends, eveni