Vertiv

RESPONSIBILITIES

• Provide advanced technical support for domestic and international customers, field engineers, and service teams regarding switchgear and busway systems.
• Participate in a rotating after-hours on-call schedule to support urgent technical issues.
• Manage service cases and document solutions following established call center process flow.
• Conduct root cause analysis for down unit events, and report writing.
• Perform on-site visits as necessary to assist with system restoration, troubleshooting, and issue escalation.
• Collaborate with engineering and quality teams to investigate failures and contribute to formal customer-facing root cause reports.
• Review and process escalated warranty claims in accordance with warranty program guidelines.
• Develop and update service maintenance procedures, troubleshooting guides, and documentation for Vertiv’s internal knowledgebase.
• Assist the logistics team with part identification, sourcing, alternative components, and spare parts support.
• Provide technical input during new product development to enhance field serviceability and maintenance efficiency.
• Evaluate Engineering Change Notices (ECNs) and Change Orders to determine potential impacts on service and support.
• Contribute to the creation and refinement of service scopes of work and technical service offerings.
• Serve as a key liaison between field service teams and product engineering to resolve product-related field issues.
• Participate in technical training sessions related to new products, systems, and personal skill development.
• Promote and adhere to all Vertiv safety standards in both field and office environments.
• Lead or actively contribute to customer-facing product performance reviews and service discussions.
• Act as the primary technical point of contact within the service organization for field-related product concerns.
• Perform other duties as assigned to support service, quality, and engineering initiatives.

QUALIFICATIONS

• Minimum of four years electrical/electronic technical degree. Alternatively, military technical training or electronic certification with four years of relevant technical experience.
• Knowledge and experience in Switchgear and Busway equipment
• Demonstrated ability in electrical circuit understanding and troubleshooting.
• Field Service experience is a plus.
• Strong customer service communication and interaction skills.
• Excellent writing and verbal communication skills.
• Excellent organizational and time management skills.
• Possess a positive attitude and flexibility in a rapidly changing environment.
• Detail oriented and self-motivated with the ability to work without direct supervision.
• Proficient PC skills including all Microsoft Office products and web-based technologies.

PHYSICAL & ENVIRONMENTAL DEMANDS

• Occasionally lift objects up to 50 lbs.

TIME TRAVEL REQUIRED

• Reactive, fast paced and high-profile environment.
• After-hours on-call availability through a rotational schedule.
• Scheduled travel, domestic and international, as required.
• Flexible schedule (Weekends, evenings, holidays)

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

At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $6.9 billion in revenue, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to help.join@vertivco.com. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.