Service Technical Support IX

Vertiv is seeking a Service Technical Support IX to provide technical support for Vertiv Thermal IRS products, perform simulations and tests, and maintain safety guidelines. The ideal candidate will have a Bachelor's Degree in Mechanical Engineering or a related technical degree, with 5 years of experience in customer phone support and a combination of education and experience in HVAC.

Requirements

• Render phone assistance to customers in the form of technical support for Vertiv Thermal IRS products
• Perform simulation and test on old or new product assemblies for functionality and operations
• Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips
• Maintain company property according to company policies
• Provide accurate and timely reporting according to company guidelines
• Participate as service representative in new product development process
• Capable of making technical and commercial decisions under pressure
• Properly evaluate back charges for appropriate billing status
• Understand and comply with company startup/escalation processes and procedures
• Communicate with Parts, Warranty and Technical Services on equipment issues
• Complete service records documentation properly and provide to the customer and local sales office upon completion of each assignment
• Provide proper and adequate communication to internal and external customers
• Maintain customer satisfaction rates according to company guidelines
• Provide accurate and timely resolution to customer issues and ensure proper documentation and follow-up with customers
• Handle customer queries with sound recommendations and resolutions the first time

Benefits

• High-Performance Culture
• Leadership Without Limits
• Limitless Growth & Learning
• A Place for Everyone