Service Technical Support VIII E-Commerce Technical Support (Thermal)

JoinaHigh-PerformanceCultureThatDrivesInnovationandExcellence

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• High-PerformanceCulture:Weempoweryoutothinkbigexecutewith -drivenmindsetrewardsthose 50CEOAwardsaregivenannuallytorecognize toptalentmoving the needleforward.
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• Limitless Growth & Learning:We believe in continuous development. Whether throughrotational programs or high-impact projects youll have the opportunity toexpand your expertise and grow your career.
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Job Description

Service Technical Support VIII E-Commerce Technical Support (Thermal)

Serves as the E-Commerce Technical Support specialist responsible for reviewing and interpreting Bills of Materials (BOMs) to accurately identify parts assemblies and product models for Vertivs North America Thermal product lines. The role supports e-commerce operations by validating product configurations ensuring accurate product data and assisting internal stakeholders with part identification and order readiness.

The primary objective of this role is to support the e-Commerce platform users and internal stakeholders with thermal products parts inquiries. This includes accurate product identification configuration validation and parts mapping to enable accurate quoting ordering and fulfillment. The role works closely with commercial Services operations engineering and customer support teams to ensure product data integrity and timely resolution of technical inquiries related to BOM structures and product components.

Responsibilities

1. Technical Product Knowledge Working knowledge of Vertiv Thermal product lines with the ability to identify models components and compatible parts using technical documentation and Bills of Materials (BOMs).
2. BOM Interpretation and Product Configuration Ability to review and interpret product BOMs to accurately identify parts assemblies and configurations required for quoting ordering and fulfillment.
3. E-Commerce Platform Support Experience using e-commerce platforms product catalog systems and order management tools to support product identification order accuracy and digital transactions.
4. Product Data Accuracy and Validation Capability to verify and maintain the accuracy of product part and configuration data within digital platforms and backend systems.
5. Change Order and Digital Product Updates Generate Change Orders (CO) for new parts BOM updates or configuration corrections and coordinate updates across product databases and e-commerce platforms to maintain consistent product information.
6. Cross-Functional Digital Collaboration Partner with engineering product management digital commerce teams and operations to resolve product structure discrepancies and support accurate digital product enablement.
7. Customer and Stakeholder Support Strong communication skills to assist internal stakeholders and customers with product identification part clarification and configuration validation.
8. Problem Solving and Issue Resolution Ability to identify discrepancies in product structures BOMs or system data and coordinate timely resolution.
9. Process Discipline and Operational Efficiency Adherence to established workflows documentation standards and service timelines to ensure reliable support operations.
10. Digital and Systems Proficiency Comfort working across multiple systems including product databases configuration tools ticketing systems and e-commerce platforms.
11. Product Data Documentation and Knowledge Management Maintain structured documentation and reference materials related to product configurations digital catalog requirements and BOM structures.
12. Continuous Learning and Product Familiarity Commitment to maintaining up-to-date knowledge of product lines platform updates and digital commerce processes.

Qualifications:

• Bachelor of Science degree in Mechanical Engineering or directly related degree.
• A combination of education and experience to equal the following: Minimum 1-3 years HVAC experience in a related field with equivalent industry experience (prefer experience in electrical / electronic equipment).
• Foundational understanding of thermal products and the aptitude to learn evolving technologies.
• 3 years of experience or exposure in working within sales / engineering / parts & service / field applications / data center environment that focuses in Vertiv - Liebert or comparable Thermal products
• 1-3 years of experience in customer phone support
• 1-3 years of experience in E-Commerce platform (Ecwid Shopify BigCommerce Opencart etc.) support
• Ability to review and interpret Bills of Materials (BOMs) parts lists and technical documentation to identify product components and configurations.
• Strong written and verbal communication skills with the ability to explain technical product information clearly to internal stakeholders and customers.
• Familiarity with electrical / electronic test equipment
• Must be able to read and interpret electrical diagrams piping drawings and blueprints
• Working knowledge of principles of refrigeration and air conditioning laws and electronic theory
• Strong skill sets: Communication skills Customer service skills troubleshooting skills Safety procedures
• General PC skills including MS Office programs and/or Visio systems.
• Familiarity with environmental control systems and/or Liebert manufacturing and engineering systems
• Good analytical and mathematical skills
• Excellent interpersonal and presentation skills
• Can work independently with minimal supervision
• Excellent time management and problem-solving skills
• Demonstrated industry systems and process knowledge
• Culturally attuned to customers around the globe
• Familiar with a diversified and innovative company focused on Technology and Engineering working with interdependent cross-functional cross-departmental projects vendors business objectives and technologies
• Understanding of Service Level Agreement

Physical & Environmental Demands:

• Office work environment and some exposure to manufacturing and lab environment which would require the use of personal protection equipment.

The successful candidate will embrace Vertivs Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. . 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