Power Management Engineer II
About The Position
The Power Management Engineer II provides advanced technical support for Vertiv power systems to domestic and international customers, Customer Engineers, and field personnel. This role serves as the primary escalation point for Technical Support Engineer I team members and acts as a critical interface between field operations, engineering, customers, and logistics to drive timely resolution of complex technical issues. This position emphasizes independent troubleshooting, advanced root cause analysis, technical documentation, process improvement, and mentoring, while delivering professional customer support with moderate supervision in a fast-paced, high-profile environment.
Requirements
- Associate or bachelor’s degree in electrical/electronic engineering, or equivalent experience preferred
- 3–5 years of experience in power systems, UPS, battery systems, or critical infrastructure support
- Military technical training may substitute for formal education
- Demonstrated ability in advanced electrical troubleshooting and root cause analysis
- Field service or advanced technical support experience preferred
- Strong knowledge of UPS systems, battery technologies, and critical power infrastructure
- Advanced electrical circuit understanding and troubleshooting skills
- Strong customer service communication and interaction skills
- Excellent written and verbal communication skills
- Excellent organizational and time management skills
- Ability to work independently with minimal supervision
- Ability to mentor and guide junior technical team members
- Positive attitude and flexibility in a rapidly changing environment
- Proficient PC skills including Microsoft Office, Oracle systems, and web-based technologies
Responsibilities
- Provide advanced technical support for domestic and international customers and Customer Engineers
- Serve as the escalation point for Technical Support Engineer I issues
- Identify, analyze, and resolve complex UPS system, battery, firmware, and application issues
- Independently perform root cause analysis on down-unit events using Uptime Tracker, field data, and service history
- Create, update, and manage cases in Oracle Engagement Cloud
- Manage cases and technical solutions in accordance with established call center workflows and escalation procedures
- Perform on-site visits to support critical, escalated, or high-visibility customer issues
- Support detailed root cause investigations and formal customer-facing reports
- Review and process escalated warranty claims
- Develop, review, and maintain technical documentation, troubleshooting guides, and internal knowledgebase content (TKO)
- Support logistics with advanced parts research, alternate component identification, and spare parts validation
- Mentor, coach, and provide technical guidance to Technical Support Engineer I team members
- Participate in continuous improvement, Lean, Six Sigma, and operational excellence initiatives
- Attend advanced product, firmware, and self-development training
- Maintain company-issued equipment including laptops, test tools, and communication devices
- Adhere to and model Vertiv safety standards and compliance expectations
- Complete timecards, service documentation, expense reports, and required reports accurately and on time
- Perform other duties as assigned
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
