Service Technical Support VII

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv , we don't just hire talent —

we cultivate leaders who drive innovation and engage teams to push the limits of what's possible. As a global leader in critical digital infrastructure , we are scaling up to meet the demands of AI, data centers, and next-gen technology —and we need bold, high-performing individuals like YOU to take us to the next level.

Why Vertiv?

• High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.
• Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it's about accountability, trust, and ownership . Our leaders engage and drive with collaboration, innovation, and customer-centric thinking , setting the foundation for an action-focused culture .
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects , you'll have the opportunity to expand your expertise and grow your career .
• A Place for Everyone: Our commitment to Inclusion ensures that all employee's unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

Brief Job Description:

Ensure that accurate answers and solutions are provided to the customers (field engineers and end-users), focusing on hardware and software/network issues for North Americas Channel products (such as, but not limited to, Uninterruptible Power Supply (UPS) systems, Rack PDUs, Rack Cabinets, Smart Cabinet Solutions, etc.

Support training and developmental activities for Applications Monitoring team, and new hires. Assist the Supervisor in handling the operations and the distribution of tasks. Perform as real-time technical coach. Assist the Supervisor, and Manager in increasing the team's efficiency and productivity. Assist the team or respond to escalations.

Responsibilities:

• Answer technical issues from field engineers, and end-user, focusing on hardware, and software issues for Uninterruptible Power Systems.
• Provide technical assistance for site installations of single-phase UPS systems and other Data Center Solutions products like Rack PDU, Rack Cabinets, Smart Cabinet Solutions, etc.
• Review electrical drawings, electrical codes, and schematics to determine compliant of proposed and existing wiring, UPS and equipment layout.
• Perform troubleshooting and recommend preventive & corrective maintenance and proper start-up procedure for UPS, rectifiers and industrial storage battery.
• Provide application feasibility study, competitive analysis and any special feature activity as required by clients.
• Check and review the requirement (UL Listings, NEMA and IEC Compatibility) of sales representatives, end-users and contractors.
• Perform special projects/reports necessary to accurately complete the customer's requirements.
• Assess equipment, materials, and tools used in laboratory for practice, training, and replicating customer issues
• Ascertain that the laboratory and the equipment in it are secured, clean, well-maintained and that the team is observing safe practices.
• Support junior members of the team by attending to their escalations and concerns.
• Assess equipment, materials, and tools needed for trainings of team members.
• Identify customer needs through communication and probing.
• Create solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time.
• Assist customers in handling, servicing, follow-up, communication and closure of issues.
• Complete workload on time. Monitors if transactions are processed in a timely manner.
• Implement error-proofing method to ensure all transactions done are accurately
• Participate in conferences calls, meetings and discussions with customers.
• Adhere to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers
• Coordinate with other teams/support to complete the request of customers.
• Monitor team service level and assists in workload distribution
• Assist the Supervisor in preparing and conducting functional/business overview presentations with the POCs, counterparts, visitors, etc.
• Assist colleagues in answering general escalations from customers
  Handle specialized queries from customers

Qualifications:

• Bachelor's Degree in Electrical or Electronics Engineering or related technical degree.
• P.R.C. license (preferred but not required)
• 0-3 years of experience or exposure in working within sales / engineering / parts & service / field applications / data center environment that focuses in Vertiv - Liebert or comparable UPS products
• 1-3 years of experience in customer phone support
• Thorough knowledge of basic Electrical and UPS systems
• Knowledgeable in interpreting Electrical drawings and specifications
• General PC skills including MS Office programs and/or Visio systems.
• Familiarity with environmental control systems and/or Liebert manufacturing and engineering systems
• Fluent in English language both written and oral form
• Good analytical and mathematical skills
• Excellent interpersonal and presentation skills
• Can work independently with minimal supervision
• Excellent time management and problem-solving skills
• Demonstrated industry, systems and process knowledge
• Culturally attuned to customers around the globe
• Familiar with a diversified and innovative company focused on Technology and Engineering, working with interdependent cross-functional, cross-departmental projects, vendors, business objectives, and technologies
• Understanding of Service Level Agreement

Physical & Environmental Demands:

• Office work environment and some exposure to manufacturing and lab environment which would require the use of personal protection equipment.

Time Travel Required:

0%

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

• Think Big and Execute
• Act With Urgency
• Own It
• Drive Continuous Improvement
• Promote Transparent and Open Communication
• Learn and Seek Out Development
• Foster a Customer-First Mindset
• Lead by Example