Service Technical Support IX
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Job Summary
Brief Job Description:
Responsibilities:
- Serve as the highest-level escalation point for complex technical issues
- Diagnose troubleshoot and resolve advanced hardware software and network problems
- Helps the consultant in root cause analysis (RCA) and contribute to long-term corrective and preventive actions
- Support critical incidents outages and high-impact customer cases
- Collaborate closely with Engineering Product QA and Operations teams
- Create review and maintain technical documentation knowledge base articles and runbooks
- Mentor and coach junior and mid-level support analysts
- Identify recurring issues and propose process tooling or product improvements
- Support change management upgrades and new technology rollouts
- Participate in on-call rotations and provide support outside standard business hours when required
- Contribute technical input to service reviews audits and customer meetingsProvide technical support to customers and Vertiv service teams through specialized consultations with technical libraries Vertiv factories and suppliers related to Thermal Management segment products.
- Know and use dedicated Vertiv communication channels (e-mail LIFE SharePoint and 0800) follow service protocols and provide detailed technical responses about installed equipment.
Participate in regional technical forums interact with other business units in English and manufacturing centers in the search for technical support.
Remotely support Service Partners in the installation and maintenance of Vertiv products.
Receive product and software training and courses.
Validate part numbers and their descriptions for commercial projects and Vertiv retrofits.
Perform remote technical analysis based on Vertiv documentation and regional standards.
Provide suggestions for updating the TKO and other Vertiv libraries based on queries received from customers and Vertiv service teams.
Qualifications:
- Technical Technologist or Professional education in Mechanical Engineering HVAC Refrigeration or related fields (completed or in final stage).
- More than 5 years of experience in HVAC technical support field service or commissioning.
- Strong knowledge of:
- HVAC and refrigeration principles
- Compressors (scroll screw reciprocating)
- Controls sensors and variable frequency drives (VFDs)
- Electrical and mechanical troubleshooting
- Intermediate English proficiency (reading writing and speaking).
- Experience working with ticketing systems.
- Ability to read and interpret technical documentation.
Soft Skill Preferred:
- Strong analytical and problem-solving skills
- Clear and professional technical communication
- Customer-focused mindset with strong ownership
- Ability to work under pressure in critical environments
- Team-oriented with mentoring capability
Physical & Environmental Demands:
- Office work environment and some exposure to manufacturing and lab environment which would require the use of personal protection equipment.
Time Travel Required:
- 15%
About Company
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 s ... View more
