Service Technical Support VIII North America and EMEA Only

As part of our team, you will work across the EMEA region, using your analytical skills and knowledge of software and hardware technology. Your role involves defining, testing, implementing, and modifying systems that integrate software and hardware, focusing on electrical, thermal management, and telecom components.

You'll be responsible for diagnosing and identifying hardware and software issues reported by our customers or sales division, and proposing solutions based on our internal procedures. This role emphasizes remote service delivery, where customer satisfaction, ownership, and achieving results are key priorities.

Responsibilities and Measurement Criteria with Time investment Needed on Each: 

(This will describe the overall core responsibilities of the role, decision making responsibilities etc.)

• Diagnose and troubleshoot software issues for Vertiv products (Cloud Service Portal, Vertiv Critical Insight, Environet Connect) reported by customers or field personnel.
• Provide remote software support for monitoring platforms and technical assistance to customers or subcontractors, documenting and overseeing the entire process from start to finish.
• Prepare periodic technical reports for customers, including network audits.
• Assist sales and field agents with technical issues related to Vertiv’s hardware product solutions.
• Use your skills in troubleshooting to assist in the diagnosis and repair of networking, monitoring, operating systems, or database systems.
• Manage alarms and field force operations, ensure accurate case management, and provide excellent customer service in line with defined SLAs.
• Configure DC systems, thermal and energy systems, modems, routers, and PDUs.
• Integrate and oversee energy and thermal systems within advanced monitoring platforms.
• Act as a liaison between customers, channels, distributors, and internal departments to ensure high service levels.
• Collaborate with senior engineers to conduct tests in our laboratory, simulating and resolving customer incidents while preparing necessary documentation.
• Rapidly acquire new technologies and effectively apply this knowledge to our products and customer environments.
• Assist with customer engineering tasks such as commissioning, maintenance, and responding to emergency calls with support from senior engineers.

Qualifications:

Required/ Minimum Qualifications: 

• School Background:
  • Polytechnical studies specializing in Electrical Engineering, Electronics, Telecommunications, Mechanical or Building Services, or relevant experience in the field.
• Good grasp of English both written and spoken
• Good writing and verbal communication skills
• Good organizational and time management skills
• Analytical and problem-solving abilities
• Possess a positive attitude and flexibility in a rapidly changing environment.
• Ability to manage multiple tasks simultaneously.
• Conscientious, accurate, detail oriented, and self-motivated
• Experience in any of the following areas is advantageous:
  • Customer interaction in a technical capacity
  • Direct involvement with hardware and/or software systems in data centers or other high-availability environments
  • BAS/BMS or Electronic Monitoring systems
  • Familiarity with protocols, computer-based networks, database structures, and high-level software architectures
  • General understanding of Uninterruptible Power Systems (UPS), DC and Cooling Systems, and telecom fundamentals

Physical & Environmental Requirements: - (To be used majorly for manufacturing jobs.)

• You will be part of a department operating 24/7 to monitor and support critical infrastructure challenges for customers in Data Centers, Financial, Telecom, Governmental and Industrial sectors.
• You will work on three shifts across weekends and legal holidays within a flexible schedule.
  • 75% of work concentrated during regular business hours. 
  • 25% of work OBH (home office).
  • Periodic On-Call.

Time Travel Needed: 

• 10%