Service Technical Support IX

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 Vertiv North Americas Thermal products. The Diagnostics Engineer is also required to maintain continuous communication and follow up to drive resolution of customer concerns.

Support training and developmental activities for team members, and new hires. Assist the Supervisor in handling the operations and the distribution of tasks. Assist the Supervisor, and Manager in increasing the team's efficiency and productivity. Assist the team or respond to escalations for both internal and external customers.

Responsibilities:

1. Render phone assistance to customers in the form of technical support for Vertiv Thermal IRS products.
2. Perform simulation and test on old or new product assemblies for functionality and operations.
3. Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips. Operate in a safe manner.
4. Must be current on all safety guidelines in accordance with Electrical, and HVAC requirements.
5. Provide accurate and timely reporting according to company guidelines.
6. Maintain company property according to company policies .
7. Participate as service representative in new product development process.
8. Capable of making technical and commercial decisions under pressure.
9. Properly evaluate back charges for appropriate billing status.
10. Understand and comply with company startup/escalation processes and procedures.
11. Communicate with Parts, Warranty and Technical Services on equipment issues.
12. Complete service records documentation properly and provide to the customer and local sales office upon completion of each assignment
13. Provide proper and adequate communication to internal and external customers. Participate in customer meetings and discussions when needed
14. Maintain customer satisfaction rates according to company guidelines 
15. Provide accurate and timely resolution to customer issues and ensure proper documentation and follow-up with customers 
16. Handle customer queries with sound recommendations and resolutions the first time.

Qualifications:

• Bachelor's Degree in Mechanical Engineering or related technical degree.
• P.R.C. license (preferred but not required)
• Associate's degree in mechanical engineering technology with at least 5 years' experience considered. 
• Must have good planning, organizing, documentation, and communication skills. 
• 5years of experience or exposure in working within sales / engineering / parts & service / field applications / data center environment that focuses in Vertiv - Liebert or comparable Thermal products 
• 3-5 years of experience in customer phone support
• A combination of education and experience to equal the following: 
• Minimum 3-5 years HVAC experience in a related field with equivalent industry experience (prefer experience in electrical / electronics equipment). 
• EPA 608 certification (preferred but not required) 
• Preferred professional HVAC industry certifications such as NATE, MTAA, Journeyman's HVAC license. 
• Familiarity with electrical / electronic test equipment and 
• Must be able to read and interpret electrical diagrams, piping drawings and blueprints 
• Working knowledge of principles of refrigeration and air conditioning laws and electronic theory 
• Strong skill sets: Communication skills, Customer service skills, troubleshooting skills, Safety procedures, 
• General PC skills including MS Office programs and/or Visio systems.
• Familiarity with environmental control systems and/or Liebert manufacturing and engineering systems 
• Must be team oriented.
• Skill in personal computer use and various applications programs, i.e., spreadsheets, CAD, Microsoft Office Suite, Solid Edge, communications, etc.

Physical & Environmental Demands:

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

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