HVAC Thermal Technical Support Engineer Tier 2

POSITION SUMMARY

This position is responsible for leading the Diagnostics Engineering group in the support of installation, commissioning, and service on all products by Liebert. Establishes, promotes, and maintains excellent rapport with all customers, co-workers, sales representatives and others as appropriate.  Required to maintain all reports for design improvement and continuous communication and follow up. This position requires an advanced-level of knowledge on Liebert HVAC products with focus on Liquid Cooling.

 

RESPONSIBILITIES

• Renders advanced troubleshooting customer support via phone.
• Act as service leader in new product development process.
• Provide written corrective action and improvement plans to customers.
• Perform work related tasks according to company guidelines.
• Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips
• Keep be current on all safety guidelines in accordance with Electrical, and HVAC requirements
• Performs testing and evaluation of components.
• Provide iCOM unit to unit networking troubleshooting assistance.
• Advanced Controls Troubleshooting.
• Assist Diagnostic Engineers on escalated and complex tech support calls.
• Leads the Diagnostic Engineers in all facets of their job requirements. 
• Provide coordination and direction to department for tech support phone coverage.
• Provide troubleshooting training to Diagnostic Engineers.
• Lead special projects and assignments as directed.
• Communicate with Parts, Warranty, Technical Services and manufacturing on equipment issues in design changes, special projects, and back charge meetings.

 

QUALIFICATIONS

• Minimum of four years Mechanical or HVAC Engineering degree. Alternatively, military technical training or electronic certification with five years of relevant technical experience.
• Minimum of four years of field service and/or technical support experience with demonstrated expertise in HVAC mechanical and control schemes. 
• Knowledge and experience in HVAC product design and forensic analysis preferred.
• Experience with HVAC system ancillary controls like BMS, MODBUS, CAN communications, and PLC 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.
• Demonstrate ability in electrical circuit understanding and troubleshooting.
• Possesses leadership skills.
• Knowledgeable in Quality Systems process, Continuous Improvement, FMEA, a plus

 

PHYSICAL & ENVIRONMENTAL DEMANDS

• No Special Requirements

 

TIME TRAVEL REQUIRED

• After-hours pager on-call availability. 
• Flexible schedule (Weekends, evenings, holidays)
• Travel up to 15% of the time may be required.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

 

 

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