Customer Engineer III - San Antonio, TX

Vertiv Group•San Antonio, TX

1d•Onsite

About The Position

At Vertiv, we design, manufacture, and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. We are the trusted Service Provider for 70%+ of Fortune 500 companies, including industry-leading data centers and providers of colocation and cloud service. Vertiv is an industry leader in Technology and Services with a best-in-class Customer Service and Safety culture. Company leaders have many years of hands-on Field Service experience in this industry and many others. Tremendous focus is placed on employee technical and leadership development. Technical Training takes place in our state of the art Training Academy or Regional Training Center with a strong focus on immersive, hands-on learning. A Customer Engineer III is responsible for installation, commissioning, scheduled and emergency service on products serviced by Liebert commensurate with appropriate certification. The CE is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate. The CE is also required to maintain continuous communication with CRC, Area/District Offices, and direct manager.

Requirements

ASEET – preferred
ASMET
Six years military experience in a related field
Equivalent industry experience
Minimum of 2 years as a CE II
Product certifications and field knowledge assessment up to date in accordance with job level (refer to job progression chart)
Meet all aspect of your current job description
Consistent Performance appraisal ratings averaging .25 above the yearly PAR
Professional
Reliable
Team Player
Strong electrical / electronic test equipment and theory
Must be able to read and interpret electrical line diagrams and blueprints
Good foundation of OHM’s law and electronic theory
Mentor to co-workers (ability / desire to train others)
In all aspects of the job, need to lead by example, and held to a higher standard of conduct
Product certifications up to date
Meet all aspects of the job description
Performance evaluation rating of meets all aspects of job requirement or better
Consistent performance and customer relation skills
Ability to make an immediate site evaluation skills to include: environmental temperature, and general operating conditions without supervision
Provide required technical fix/repair techniques as necessary
Download pertinent operating information to provide independent troubleshooting evaluation
Capable of completing tasks and return unit to full operating conditions without direct supervision
Ability to summarize and report all work related tasks performed
Ability to give technical assistance via the telephone to customers on a regular basis
Provide phone technical support to junior level associates
Independently evaluate, recognize and recommend acceptable customer solutions based upon site evaluation
Recommend and direct activities at a customer site by leading technical activities of other technicians at a customer site
Provide on-site customer consultation
Provide diagnostic and product verification training based upon certifications and experience
Communication skills
Ability to communicate with all levels within the customer organization
Verbal
Written
Professional
Customer service delivery skills
Able to manage stressful situations
Diplomacy
Troubleshooting skills
Safety procedures
Organizational and planning skills
Computer skills
Basic word processing
Spreadsheet processing
Electronic mail
Mechanical aptitude
Flexible schedules (weekends, evenings, and holidays)
Valid driver’s license
Candidates are required to successfully pass a drug test prior to employment.
Candidates are required to complete and pass a pre-employment background check and a motor vehicle records check.
Deployable in event of emergencies
Must be able to consistently lift up to 50 pounds and occasionally up to 75 pounds.
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.
The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
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.

Nice To Haves

Customer Engineer III is responsible for installation, commissioning, scheduled and emergency service on products serviced by Liebert commensurate with appropriate certification.

Responsibilities

Perform a variety of complicated work related tasks
Render on site and phone assistance to customers and fellow associates
Communicate with National Technical Support on equipment issues
Perform work related tasks according to company guidelines for scheduled maintenance
Implement Field Change Notices according to published guidelines
Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips
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.
Provide accurate and timely reporting according to company guidelines
Maintain individual inventory in accordance with company policy
Provide estimated time of arrival to the Customer Response Center where applicable
Maintain company property according to company policies
Provide proper and adequate communication to internal and external customers
Complete scheduled maintenance documentation properly and provide to the customer and local office upon completion of each designated assignment
Provide estimated time of arrival to the customer for where applicable
Strive to provide all customers a “first time fix” for their equipment
Maintain customer satisfaction rates according to company guidelines
Attend customer meeting as required
Maximize productivity by combining service opportunities
Complete all work in an efficient and timely manner
Capable of making strong decisions, technical and commercial, under pressure
Properly evaluate site and equipment for appropriate billing status
Maintain productive utilization rate according to company guidelines
Perform inventory cycle counts according to 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
Ability to communicate with all levels within the organization -Managers, co-workers, Support Services, electronic communications, et al.
In all aspects of job requirements, must lead by example, and conduct themselves in a higher standard.
Must act and perform as a role model to all field associates
Conduct themselves in a high degree of professionalism, and of service delivery
Ability to handle stressful situations and provide a calming effect to customer
High level of diplomacy when interacting with internal and external customers
Ability to make an immediate site evaluation skills to include: environmental temperature, and general operating conditions without supervision
Provide required technical fix/repair techniques as necessary
Download pertinent operating information to provide independent troubleshooting evaluation
Capable of completing tasks and return unit to full operating conditions without direct supervision
Ability to summarize and report all work related tasks performed
Ability to give technical assistance via the telephone to customers on a regular basis
Provide phone technical support to junior level associates
Independently evaluate, recognize and recommend acceptable customer solutions based upon site evaluation
Recommend and direct activities at a customer site by leading technical activities of other technicians at a customer site
Provide on-site customer consultation
Provide diagnostic and product verification training based upon certifications and experience

Benefits

Company vehicle
smartphone
laptop
personal protective equipment (PPE)
other tools-of-the-trade
401k
Profit Sharing
Generous PTO/Vacation Plan
Medical
Vision & Dental
24/7 Technical/Factory Support
technical online libraries of product documentation, work instructions, and self-help troubleshooting guides