Customer Engineer III - San Antonio, TX

Customer Engineer III

At Vertiv, we design, manufacture, and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. We are the trusted Service Provider for 70%+ of Fortune 500 companies, including industry-leading data centers and providers of colocation and cloud service.

Why Vertiv is the best company for Field Service professionals:

• Vertiv is an industry leader in Technology and Services with a best-in-class Customer Service and Safety culture
• Company leaders have many years of hands-on Field Service experience in this industry and many others
• Tremendous focus is placed on employee technical and leadership development
• Technical Training takes place in our state of the art Training Academy or Regional Training Center with a strong focus on immersive, hands-on learning
• Competitive benefits include: Company vehicle, smartphone, laptop, personal protective equipment (PPE), other tools-of-the-trade, 401k, Profit Sharing, & Generous PTO/Vacation Plan, Medical, Vision & Dental & more
• Abundant technical resources including 24/7 Technical/Factory Support and technical online libraries of product documentation, work instructions, and self-help troubleshooting guides
• Company-wide commitment to promoting a strong work/life balance
• An employer-of-choice for Veterans with technical backgrounds

A Customer Engineer III is responsible for installation, commissioning, scheduled and emergency service on 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 manager.

DUTIES & RESPONSIBILITIES:

ROLE

• Rely on experience and judgment to plan and accomplish goals
  • Perform a variety of complicated work related tasks
  • Capable of working with little or no supervision based upon training
  • Maintain certifications per Job Progression table

TECHNICAL

• Render on site and phone assistance to customers and fellow associates
  • Communicate with National Technical Support on equipment issues
  • Perform work related tasks according to company guidelines for scheduled maintenance
  • Implement Field Change Notices 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
  • Time cards, expense reports, mileage reports, ticket closure, et al.
  • Maintain individual inventory in accordance with company policy
  • Provide estimated time of arrival to the Customer Response Center where applicable
  • 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
  • Complete scheduled maintenance documentation properly and provide to the customer and local office upon completion of each designated assignment
  • Provide estimated time of arrival to the customer for where applicable
  • Strive to provide all customers a "first time fix" for their equipment
  • Maintain customer satisfaction rates according to company guidelines
  • Attend customer meeting as required

PERFORMANCE

• Maximize productivity by combining service opportunities
  • Complete all work in an efficient and timely manner
  • Capable of making strong decisions, technical and commercial, 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
    • Ability to communicate with all levels within the organization -Managers, co-workers, Support Services, electronic communications, et al.
  • In all aspects of job requirements, must lead by example, and conduct themselves in a higher standard. Must act and perform as a role model to all field associates
  • Conduct themselves in a high degree of professionalism, and of service delivery
  • Ability to handle stressful situations and provide a calming effect to customer
  • High level of diplomacy when interacting with internal and external customers

KNOWLEDGE, SKILLS & ABILITIES:

• Required experience (one or more of the following)
  • ASEET – preferred
  • ASMET
  • Six years military experience in a related field
  • Equivalent industry experience
• Job Progression requirements
  • Minimum of 2 years as a CE II
  • Product certifications and field knowledge assessment up to date in accordance with job level (refer to job progression chart)
  • Meet all aspect of your current job description
  • Consistent Performance appraisal ratings averaging.25 above the yearly PAR
• Interpersonal Skills
  • Professional
  • Reliable
  • Team Player
• Strong electrical / electronic test equipment and theory
• Must be able to read and interpret electrical line diagrams and blueprints
• Good foundation of OHM's law and electronic theory
• Mentor to co-workers (ability / desire to train others)
• In all aspects of the job, need to lead by example, and held to a higher standard of conduct
  • Product certifications up to date
  • Meet all aspects of the job description
  • Performance evaluation rating of meets all aspects of job requirement or better
  • Consistent performance and customer relation skills
• Technical skills
  • Ability to make an immediate site evaluation skills to include: environmental temperature, and general operating conditions without supervision
  • Provide required technical fix/repair techniques as necessary
  • Download pertinent operating information to provide independent troubleshooting evaluation
  • Capable of completing tasks and return unit to full operating conditions without direct supervision
  • Ability to summarize and report all work related tasks performed
  • Ability to give technical assistance via the telephone to customers on a regular basis
  • Provide phone technical support to junior level associates
  • Independently evaluate, recognize and recommend acceptable customer solutions based upon site evaluation
  • Recommend and direct activities at a customer site by leading technical activities of other technicians at a customer site
  • Provide on-site customer consultation
  • Provide diagnostic and product verification training based upon certifications and experience
• Strong skill sets:
  • Communication skills
    • Ability to communicate with all levels within the customer organization
    • Verbal
    • Written
  • Professional Customer service delivery skills
  • Able to manage stressful