Job Description

POSITION SUMMARY

A Customer Engineer is responsible for installation, commissioning, scheduled and emergency service on cooling 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 Supervisor. A Team Lead oversees all field service activities.

RESPONSIBILITIES

ROLE

Rely on direction to accomplish goals Perform a number of work-related tasks Capable of working under direct supervision or independently based upon training Maintain certifications per Job requirements

TECHNICAL

Render on site and phone assistance to customers. Communicate with National Technical Support on equipment issues Provides Technical Support on-site or via Telephone to CE's Perform work related tasks according to company guidelines for scheduled maintenance Provides OJT to CE's on various types of equipment in the field Implement Field Change Notices (FCN) according to published guidelines Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips

SAFETY

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.

ADMINISTRATION

Provide accurate and timely reporting according to company guidelines Timecards, expense reports, mileage reports, ticket closure, forms et al. Maintain individual inventory in accordance with company policy Provide estimated time of arrival to the Customer Response Center (CRC) where applicable Assist with scheduling by working within the guidelines Delegate team tasks as needed Maintain company property according to company policies Vehicle, credit cards, PPE, test equipment, laptop, pager, et al.

CUSTOMER SATISFACTION

Provide proper and adequate communication to internal and external customers Provide estimated time of arrival to the customer for where applicable Complete scheduled maintenance documentation properly and provide to the customer and local office upon completion of each designated assignment Strive to provide all customers a "first time fix" for their equipment Maintain customer satisfaction rates according to company guidelines Attend Customer Meetings as required

PERFORMANCE

Maximize productivity by combining service opportunities Complete all work in an efficient and timely manner Capable of making technical and commercial decisions 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 to Managers, co-workers, Support Services, electronic communications, et al. Managers, co-workers, Support Services, electronic communications, et al.

QUALIFICATIONS

Required education + Must have High School Diploma or a accredited GED
+ 1-2 year HVAC Diploma or Technical School Degree
+ EPA 608 refrigerant license - Level 2 or Universal
Required experience + Ten years relevant industry/commercial experience and leadership experience
+ Eight years proven Liebert product expertise
Job Progression requirements + Progression from Team Leader will be based upon business demands
+ Product certifications and field knowledge assessment up to date in accordance with job level (refer to job progression chart)
+ Meet all aspects of your current job description
+ Consistent Performance appraisal ratings of a score above the district average for 2 of 3 years.
Interpersonal Skills + Professional
+ Leader
+ Reliable
+ Team Player
+ Strong work ethic
Must be highly proficient with electrical / electronic test equipment and fundamentals Must be highly proficient in reading and interpreting electrical line diagrams and blueprints Must be highly proficient in dealing with customer related matters and in developing professional relationships with a demanding customer base Technical skills + Ability to make in depth site evaluations and recommendations. Skills to include environmental temperature, and general operating conditions
+ Independently perform fix/repair techniques on all AC equipment
+ Ability to perform, demonstrate and teach proper brazing techniques
+ Capable of completing tasks and return unit to full operating conditions
+ In depth training, knowledge and high level of proficiency on all Liebert AC products
+ Ability to summarize and report all work related tasks performed
+ Project Management skills
+ Proactively identify and make repair/upgrade recommendations at the site level
Strong skill sets: + Ability to schedule and coordinate work schedules for other associates and subcontractors
+ Ability to provide technical support via telephone or in person to other associates or vendors
+ Ability to instruct on the job training to other associates
+ Ability to delegate work activities to associates in a work group based upon skill level
+ Communication skills
+ Customer service skills
+ Ability to manage multiple tasks simultaneously
+ Problem solving skills
+ Troubleshooting skills
+ Safety procedures
+ Organizational and planning skills
+ Computer skills
+ Mechanical aptitude
+ Ability to teach, mentor and develop growing Customer Engineer team
Demonstrates clear leadership and organizational support of Liebert policies and procedures
+

PHYSICAL & ENVIRONMENTAL DEMANDS

While performing duties of the above jobs, the associate is regularly required to stand, walk, use hands and fingers, handle or feel objects, tools or other components; reach with hands and arms; stoop, kneel, crouch, or crawl; talk, hear and smell. The associate frequently is required to sit and climb or balance. Specific vision abilities required by this job include close vision, distant vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Frequent driving (car, van, truck). Must be able to consistently lift up to 50 pounds and occasionally up to 75 pounds


Notes: 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 due not impose an undue hardship.



Extreme cold (below 32)
Extreme heat (above 100)
Noise Level (Medium / High need to shout to be heard) Working around moving machinery (fork-lifts, tractors) Protective Equipment Required (earplugs, gloves, eyewear, respirator, mask, etc.) Work outdoors (no effective protection from weather)

WORKING CONDITIONS:

Travel is required Flexible schedules (weekends, evenings, and holidays) Hour/Day on-call availability through a national paging system Valid driver's license Must be at least 18 years old
Due to the safety sensitive aspect of the role, candidates are required to successfully pass a drug test prior to employment. In addition, you will also be required to complete and pass a pre-employment background check and a motor vehicle records check.



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*

At Vertiv, we're on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $5 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to help.join@vertivco.com . If you are interested in applying or learning more about this role, please visit the company's career page located on Vertiv.com/Careers

Work Authorization

No calls or agencies please. 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.