Sr. Service Technical Support Engineer
Vertiv Corporation

Ashburn, Virginia



Vertiv is hiring a Sr. Technical Support Engineer in Ashburn, VA to provide technical expertise and resolution in addressing product performance issues. Complete service documentation and parts research. Participate in warranty review and other service-related projects. Participate in product sustaining efforts, working closely with manufacturing and other departments. Provide leadership for less experienced team members.

RESPONSIBILITIES

Technical Support

  • Lead in providing Domestic and International Technical Assistance
  • Provide on-site Technical Assistance as required
  • Model and enforce safety guidelines always
  • Lead in customer meetings and teleconferences as directed
  • Lead root cause investigations for critical sites
  • Back-up Manager as escalation point-of-contact as requested

Sustaining
  • Lead in development of service-related documentation
  • Assist in the Warranty Validation Program
  • Provide technical guidance to Marketing in development of Scope of Work documents, and new services
  • Assist Logistics with parts research, spare kits, parts sourcing, and last time buy
  • Review Engineering Change Notices (ECN) and develop Service Tips, Field Change Notices, and Safety Bulletins
  • Participate in uptime meetings and maintain Tracker Database (DB) (Code15)

Projects
  • Represent team in new product design review meetings
  • Ensure new product serviceability requirements are addressed
  • Participate in new product Serviceability Verification Testing
  • Participate in Six Sigma / lean projects
  • Participate in tools and test equipment evaluation program
  • Participate in development and validation of E-forms
  • Create and deliver Webinar content as assigned

Administration
  • Document phone calls for tracking and reporting purposes, methods may vary
  • Submit expense reports, trip reports, and timecards accurately and on time

Continuous Improvement
  • Attend new product and self-development training classes
  • Maintain familiarity with new products/environments that may affect product operation to include new revisions, updates, upgrades, etc.

Other Duties as assigned

QUALIFICATIONS

Minimum Qualifications: (education, experience level, knowledge, skills, certifications).
  • BA or BS or equivalent experience (BS preferred n field directly related to work)
  • 5-7 years of experience
  • Minimum five years' experience in a Tech Support capacity or equivalent experience, including two years' experience interacting with customers on a technical level required, field service experience a plus
  • Knowledge of and at least two years' experience in Power and/or UPS industry
  • Excellent communication skills, both written and verbal
  • Excellent organizational, analytical and interpersonal skills
  • Proficient in MS Office
  • Detail-oriented
  • Ability to work and multi-task in a fast-paced environment
  • Ability to work without direct supervision.
  • Possess a positive attitude and flexibility in a rapidly changing environment
  • Aptitude for leadership
  • Technical knowledge of the company's power products and services required

POSITIONS ELIGIBILITY REQUIREMENTS (travel, location, etc.)
  • % of Travel: 25%
  • Driver's License Required: Yes
  • Frequent kneeling/crawling/stooping

The successful candidate will reflect and embrace Vertiv's Values and Behaviors:

OUR VALUES
  • Acting Like an Owner
  • Assuming Positive intent in all employee interactions
  • Being passionate about your work
  • Challenging yourself in personal development
  • Being tireless in exceeding customer expectations
  • Assisting others to be successful as a team
  • Owning our own mistakes quickly
  • Talking with people and NOT about them
  • Creating a culture where people can be their best

OUR BEHAVIORS
  • Be self-aware and learn
  • Embrace the customer experience
  • Think and act broadly
  • Drive change and innovation
  • Leverage diversity for organization effectiveness
  • Foster collaborative relationships
  • Take intelligent risks

At Vertiv, we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design, manufacture and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. With $5.0 billion in revenue, a strong customer base and global reach in nearly 70 countries, our move to establish a standalone business enables us to deliver greater value to our customers and create new opportunities for our people.

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to help.join@vertivco.com

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.


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