Field Service IX Power

POSITION SUMMARY

The Senior Customer Service Engineer will support the Operations Manager-Power in ensuring service commitments are met and enhancing customer satisfaction through new initiatives. We are seeking a highly motivated and skilled Field Service Engineer with a bachelors degree in electrical engineering to join our team. This role focuses on efficient service delivery providing on-site service maintenance and support for critical electrical systems in data centers including Uninterruptible Power Supply (UPS) systems.

The ideal candidate should have strong communication negotiation and customer-handling skills good logical thinking troubleshooting and problem-solving abilities and a solid understanding of electrical systems and data center operation.

RESPONSIBILITIES

• Perform commissioning maintenance troubleshooting and analysis of UPS systems PDUs STS electrical panels lithium-ion batteries BMS and other critical electrical equipment in data centers.
• Provide incident reports to customers and prepare required documentation for Root Cause Analysis (RCA) for the regional team. Collaborate with the regional team to ensure timely RCA release.
• Track daily service activities and pending cases from various customers. Working closely with the team leads to coordinating engineers in resolving on-site issues within SLA while maintaining clear and proactive communication with customers regarding progress updates.
• Collaborate with the Service Sales team to provide solutions for system replacement system enhancements and procedures for replacements.
• Offer technical support resolve electrical system issues and provide solutions to customer inquiries through Service Sales including service reports and technical recommendations to enhance system performance and reliability.
• Develop standardized documents and Sales toolkits to support customer engagement including standard procedures for service activities.
• Create internal documentation for onboarding new engineers such as standard operating procedures for each service activity and conduct annual reviews to validate and update documentation.
• Maintain accurate documentation of service activities including work orders service reports incident reports and technical recommendations ensuring compliance with QA/QC standards.
• Adhere to safety regulations and company procedures while working on-site ensuring a customer-focused and professional approach that aligns with Vertivs world-class service standards.
• Manage product claims and returns within the agreed SLA conduct monthly stock reviews update spare parts lists from new project handovers and ensure timely replenishment for urgent cases.
• Assist in training junior engineers and technicians on electrical systems and best practices.
• Stay updated on company products and services through ongoing training (both online and at the Manila Academy) and apply this knowledge to enhance technical proficiency.

QUALIFICATIONS

• Bachelor of Engineering; Electrical or related field.
• Experience with advanced UPS models and other backup power solutions.
• Familiarity with data center infrastructure management (DCIM) tools.
• Certifications in UPS maintenance electrical safety or similar fields are a plus

PHYSICAL & ENVIRONMENTAL DEMANDS

• Diligent honest patient highly disciplined and with an unlimited commitment to providing service.
• Proficient in Thai and English communication skills.
• Capable of working independently with minimal supervision self-driven and able to work under pressure.
• Self-motivated proactive and detail oriented.
• Committed to service excellence and goal oriented.
• Strong interpersonal skills.
• Capable of working under pressure and being self-driven.
• Proven experience (7 years) in field service engineering specifically with UPS systems and data center electrical systems.
• Strong knowledge of electrical systems including UPS Battery Lithium STS PDUs transformers and power distribution.
• Ability to troubleshoot analyze and prepare root cause analysis report (RCA) electrical issues read and interpret electrical schematics and perform hands-on repairs.
• Familiarity with data center operations and critical power systems.
• Excellent problem-solving skills and ability to work under pressure.
• Strong communication skills and ability to interact with clients and internal teams.
• Ability to work independently and manage multiple tasks efficiently.
• Knowledge of safety standards and procedures related to electrical systems.

TIME TRAVEL REQUIRED

50% - 50%