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
- 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 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
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
PHYSICAL REQUIREMENTS
- Must be able to consistently lift up to 50 pounds and occasionally up to 75 pounds.
- Frequent Standing
- Frequent kneeling / crawling / stooping
- Frequent bending / twisting
- Frequent climbing (stairs, ladders)
- Frequent driving (car, van, truck)
Notes: Vertiv will make reasonable accommodations whenever necessary for all qualified employees or candidates with disabilities (as defined by applicable law), provided that (1) the individual is otherwise qualified to safely perform the essential functions of the job and (2) such accommodations do not impose an undue hardship.
TRAVEL TIME REQUIRED
- Willing to work flexible hours, weekends, holidays and night work.
- Must be available for out-of-town travel up to 50% of time.
- Valid driver’s license