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
