Primary Site Engineer - Phoenix, AZ

Primary Site Engineer

The Primary Site Engineer is responsible for coordinating site activities for a select customer account including startup, preventive maintenance, proactive service, and emergency service for assigned customer. Takes day to day direction from Primary Account Engineer, with back up from District office. 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.

Role

• Expected to be at assigned location during normal working hours (i.e. be at the EDC or NDC M-F/8
  -5)
• Act as the primary on call CE as a needed for Data Center Operations (expected 2 hr response or less after hours).
• Respond to most all service calls and PM's that fall under the Home Office contract
• Act as 2nd level resource to other CE's in the area as needed.
• 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 Tip

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…