Service Technical Support IX - Digital Services

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv, we don't just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what's possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and we need bold, high-performing individuals like YOU to take us to the next level.

Why Vertiv?

• High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.
• Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it's about accountability, trust, and ownership. Our leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture.
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you'll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone: Our commitment to Inclusion ensures that all employee's unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

Job Summary:

The Service Technical Support IX – Digital Services is responsible for monitoring, analyzing, and diagnosing alarms, events, and performance data from customer equipment through remote monitoring platforms. The role applies data analytics and technical expertise to identify trends, detect anomalies, and support predictive maintenance for power and thermal data center infrastructure.

This position leverages digital monitoring tools and performance data to support Vertiv products, including UPS systems, batteries, and thermal management equipment. The role works closely with customers and internal teams to ensure timely incident resolution, provide data-driven insights, and generate preventive and predictive maintenance reports that help optimize system performance, reliability, and operational efficiency.

Familiarity with Vertiv product lines, remote monitoring platforms, and performance analytics is essential to effectively support digital service offerings and enhance the customer experience.

Responsibilities

1. Remote Monitoring and Incident Management: Monitor, log, and respond to alarms and events from remotely connected customer equipment, ensuring timely tracking, analysis, and resolution of incidents from detection through closure.
2. Data Analytics and Diagnostic Analysis: Perform in-depth parametric analysis of operational data from power and thermal systems, identifying trends, anomalies, and potential risks. Utilize data insights to assist in diagnosing issues and preventing service disruptions.
3. Predictive and Preventive Maintenance Support: Analyze equipment performance data to support predictive maintenance strategies and identify early indicators of system degradation for UPS, battery, and thermal infrastructure.
4. Technical Issue Resolution: Provide solutions for diagnosed events by applying technical expertise, predefined procedures, and data-driven insights while escalating complex cases when required.
5. Customer and Stakeholder Communication: Coordinate with internal teams and customers to provide updates on system status, incidents, and resolutions through digital communication channels, ensuring transparency and service continuity.
6. Performance Reporting and Insights: Generate, analyze, and review digital service reports, including battery and UPS preventive maintenance reports, system performance summaries, and predictive maintenance insights for customers.
7. Product and Platform Expertise: Maintain strong familiarity with Vertiv power and thermal product lines, remote monitoring platforms, and digital service tools to ensure accurate analysis and support.
8. Operational Leadership and Technical Guidance: Act as a shift lead when required, supporting team coordination and assisting junior engineers with technical analysis, troubleshooting, and knowledge sharing.
9. Continuous Improvement and Innovation: Identify opportunities to improve digital monitoring processes, analytics methodologies, and reporting capabilities to enhance service delivery and system reliability.

Qualifications

• Bachelor of Science degree in Mechanical Engineering or Electrical/Electronics Engineer or ECE or directly related degree.
• Associates in Mechanical/Electrical/Electronics/ECE Engineering with 5 years' experience considered.
• Must have good planning, organizing, documentation, and communication skills (Fluent in spoken and written English).
• Must be team oriented.
• Preferred Additional Skills: Automation, LLM (ChatGPT, CoPilot, Gemini), PowerBI
• Skill in personal computer use and various applications programs, i.e., Smartsheet/spreadsheets, CAD, Microsoft Office Suite, Solid Edge, communications, etc.
• Oracle PLM experience a plus.

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 Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. 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