Customer Engineer - Indianapolis

Overview

At Vertiv, we design, manufacture, and service 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 beyond
• Tremendous focus on employee technical and leadership development
• Technical training in our Training Academy or Regional Training Center with immersive, hands-on learning
• Competitive benefits include: company vehicle, smartphone, laptop, PPE, other tools-of-the-trade, 401k, profit sharing, generous PTO/vacation, medical, vision & dental, and more
• Abundant technical resources including 24/7 technical/factory support and online libraries of product documentation, work instructions, and self-help troubleshooting guides
• Strong commitment to work/life balance
• Employer of choice for veterans with technical backgrounds

The Customer Engineer (CE) is responsible for installation, commissioning, and scheduled and emergency service on small to large UPS, power distribution units and other power products and battery systems (2-120

KVA) serviced by Vertiv, with appropriate classroom and on-the-job training. The CE is expected to establish, promote, and maintain excellent rapport and collaboration with customers, co-workers, sales representatives, and others as appropriate.

• Perform service tasks as assigned and in accordance with company policies and procedures
• Capable of working under direct supervision or independently based on training completion
• Render on-site and phone assistance to customers
• Communicate with Technical Support on technical or procedural issues
• Implement Field Change Notices per published guidelines
• Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips

• Operate in a safe manner in accordance with published safety guidelines
• Maintain and operate company vehicle in accordance with local laws and company policy
• Must wear appropriate PPE as per company guidelines and job duties
• Adhere to work hours policy guidelines – “14 hours rule”
• Complete required Vertiv safety training assignments on time
• Adhere to on-site customer safety requirements when applicable
• Report all work-related accidents or injuries within 24 hours to the appropriate personnel

• Complete accurate and timely administrative tasks (e.g., timecards, expense reports, mileage reports, service request task closure, service reports) per company guidelines
• Maintain individual inventory and perform cycle counts in accordance with company policy
• Maintain company property (vehicle, credit cards, PPE, test equipment, laptop, etc.) per company policies

• Provide proper and adequate communication to internal and external customers
• Provide estimated time of arrival to the customer where applicable
• Complete scheduled maintenance documentation and provide to the customer and local office upon completion
• Strive to provide all customers a “first time fix” for their equipment
• Maintain customer satisfaction rates per company guidelines
• Attend customer meetings as required

• Maximize productivity by combining service opportunities
• Complete all technical and administrative work efficiently and in a timely manner
• Capable of making technical and commercial decisions under pressure
• Evaluate site and equipment for appropriate billing status
• Maintain productive utilization rate per company guidelines
• Perform inventory cycle counts per company guidelines
• Adhere to company dress code and safety regulations
• Meet or exceed on-site response time requirements
• Understand and comply with startup/escalation processes and procedures
• Maintain proper and adequate level of internal communications

• Experience (one or more of the following): ASEET or AMEET,…