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:

The Service Technical Support IX – Remote Monitoring performs parametric analysis and diagnosis of events and alarms from customer equipment via remote monitoring, create preventive maintenance reports for batteries and UPS systems which includes tracking of performance and providing recommendations to optimize the system. Provide technical support for Site Level Monitoring/Building Management System.

Responsibilities:

1. Monitors, logs, and responds to alarms and events, ensuring timely tracking and resolution of incidents from start to closure. Proactively follows up on open cases to maintain smooth operations.
2. Conducts in-depth parametric analysis and diagnostics, assisting junior engineers when needed. Analyzes equipment data trends to identify and address potential issues before they escalate.
3. Provides solutions to diagnosed complex events following predefined procedures. Balances customer needs with technical constraints, ensuring immediate actions are taken while escalating when necessary.
4. Coordinates with internal and external customers to update them on incident status and resolutions via email and phone. Works closely with engineering and product teams, contributing valuable insights to improve products and services.
5. Generates and reviews specialized reports, including battery and UPS preventive maintenance reports. Ensures all support documentation is up to date and accessible.
6. Acts as a shift lead when line leaders are unavailable, addressing team issues and ensuring smooth operations. Serves as a technical resource by handling complex requests and mentoring junior team members through training and knowledge-sharing sessions.
7. Proactively leads improvement initiatives, seeking innovative ways to enhance processes and system reliability.

Qualifications:

• Bachelor of Science degree in Mechanical Engineering or Electrical/Electronics Engineer or ECE or directly related degree.
• Associates in Mechanical/Electrical/Electronics/ECE Engineering with 4 years' experience considered. 
• Must have good planning, organizing, documentation, and communication skills (Fluent in spoken and written English). 
• Must be team oriented.
• Preferred Additional Skills: Automation, LLM (ChatGPT, CoPilot, Gemini), PowerBI
• Skill in personal computer use and various applications programs, i.e., Smartsheet/spreadsheets, CAD, Microsoft Office Suite, Solid Edge, communications, etc.
• Oracle PLM experience a plus.

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