What kind of work will you be doing?
Manages all the operational aspects related to the technical support to the EMEA Service network for Market Units and Distributors/Service Partners, providing technical support to Field Engineers both remotely and in field.
Analyses warranty cases technically and justify acceptance/refusal.
Prepares and distributes Service technical documentation.
As Tech Support Engineer will support the new Products during their introduction in the market being the point of contact between internal Service and Engineering Teams to guarantee the most efficient Customer cases resolution, the collection from the field of all the info needed for a continuous Product improvement cycle
Key Duties:
* Comply in Office, Factory and sites with Safety Regulations and Vertiv EHS requirements
* Collect, manage and follow technical requests from various partners, providing advice and support according to available technical literature (Product Documents, User and Service manuals, electrical, refrigerant and hydraulic diagrams) and available SW tools.
* Organize and manage site visits according to the field needs when required from the technical/commercial severity/importance of the case.
* Process in timely manner the assigned tickets and report constantly about their status
* Provide timely and complete technical reports of treated cases and site visits according to the case
* Keep active and constructive communication with internal and external Customers
* When requested, produce Root Cause Analysis reports coordinating the contributions from various stakeholders
* Execute analysis and tests in the lab in order to find the solutions for issues owned
* Interface with other departments, such as, but not limited to, Quality, R&D, Production, Product Offering, Pre-Sales (Application Engineering), Academy, suppliers, in order to provide a more effective support to the field and reporting issues from the same, providing adequate feedback for product improvement.
* Identify parts needed in field to service units, supporting the Service Spares Department and Service Sales
* Support field in the use of proper service technical procedures
* Analyse warranty cases technically and justify acceptance/refusal
* Contribute to produce technical literature such as Bulletins, Guidelines, Operating Instructions for topics related to Service.
* Participate and contribute to diffusion and spread of technical knowledge within the Service Organization by delivering short trainings and attending technical forums.
* Contribute to NPDI process, supporting relevant NPDI Engineers
* Manage all the above activities respecting legal requirements defined by the ITC regulation and environmental requirements defined by EU regulations and local norms.
Key Dimensions:
* Products family supported: Chillers, Freecooling Chillers, Adiabatic Freecooling Chillers, Adiabatic Air Conditioners, Precision Cooling packaged units, Packaged Air Handling Units, Precision Cooling floor‑mount CRAC and CRAH units, Mobile range Floor Mount, Wall Mount and split Air Conditioners, Rack and Row Coolers.
* 20 Countries or local Organizations / 50‑70 Distributors
What will make you successful?
* School Background: Secondary school with technical specialization (mechanical, electrical or electronic) or higher
* Language skills: Good written and spoken English with knowledge of the main technical language/words used in the relevant product application business
* Technical / Functional skills:
o 5 plus years of experience with industrial chillers and air conditioners
o Well balanced mix of mechanical, thermodynamic and control/software knowledge.
o Service, R&D, Laboratory or testing/commissioning experience preferable
o Experience in the use of measuring/testing tools
o Confidence with use of software tools such as, but not limited to, Word Processors, Calculation Spreadsheets, Presentation Tools etc.
* Attitudes:
o Good written and communication skills
o Oriented to self‑organization of office and field activities
o Flexibility and capability of organizing and managing short terms visits of short /mid duration.
o Availability to spend up to 30% of time travelling and attending customer sites.
o Drive and self motivation
o Customer oriented
o Capability to work with potentially critical situations and stress
Notes:
Time Travel Needed:
* 40%
IfYOUare the person we are looking for, feel free to apply and let's start drafting your future career in a healthy and growing environment!
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
* Own It
* Act With Urgency
* Foster a Customer-First Mindset
* Think Big and Execute
* Lead by Example
* Drive Continuous Improvement
* Learn and Seek Out Development
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