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Thermal Technical Support Engineer Tier 2 - Dallas

Vertiv

POSITION SUMMARY

Provide technical guidance and support for Vertiv Thermal products. This position will be based at a customer Data Center and will liaise with Data Center engineering teams. Provide initial onsite triage and escalation for equipment events. Coordinate Root Cause Analysis reports (RCAR) requests and present RCAR findings and recommendations to the customer. Participate in product sustaining efforts and communicate service bulletin and Field Notices to the customer.

RESPONSIBILITIES 

  • Provide technical support for Data Centers as a primary role.
  • Secondary role of providing technical support for other customers.
  • Manage case and solution per established call center process flow. 
  • Attend onsite meetings and provide summary reports to Vertiv management.
  • Address technical concerns raised by customer by consulting technical support management and design engineering teams.
  • Support down unit calls with technical expertise.
  • Act as a liaison between customer and Vertiv for technical procedures and engineering requests
  • Create and maintain customer-specific service procedures and required MOP.
  • Provide on-site Technical Assistance as required.
  • Gather event information and submit RCAR requests. Participate in RCAR review 
  • Communicate product updates, Service Bulletin, FDS, and FCN as required
  • Lead or participate in NPDi Serviceability Review for new products.
  • Review and comment on specific ETOs
  • Attend new product and self-development training classes.
  • Model and enforce Vertiv and customer safety guidelines at all times. 

QUALIFICATIONS

Minimum Job Qualifications: 

  • Minimum of four years of field service and/or technical support experience with demonstrated expertise in HVAC mechanical and control schemes. 
  • 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.
  • Demonstrate ability in electrical circuit understanding and troubleshooting.
  • Possesses leadership skills.

Preferred Qualifications: 

  • Knowledge and experience in HVAC product design and forensic analysis preferred.
  • Knowledgeable in Quality Systems process, Continuous Improvement, FMEA, a plus
  • Experience with HVAC system ancillary controls like BMS, MODBUS, CAN communications, and PLC is a plus.

EDUCATION AND CERTIFICATIONS

  • High School Diploma or GED
  • Minimum of four years Mechanical or HVAC Engineering degree. Alternatively, military technical training or electronic certification with five years of relevant technical experience.

PHYSICAL REQUIREMENTS

  • Medium Lifting (30 Ibs. – 45 Ibs.)
  • Frequent Standing
  • Frequent kneeling / crawling / stooping 
  • Frequent bending / twisting

ENVIRONMENTAL DEMANDS

  • Extreme cold (below 32*)
  • Extreme heat (above 100*)
  • Noise Level (Medium / High need to shout to be heard)
  • Working around moving machinery (fork-lifts, tractors)
  • Protective Equipment Required (earplugs, gloves, eyewear, respirator, mask, etc.)
  • Work outdoors (no effective protection from weather)

WORKING CONDITIONS 

  • Travel up to 15% of the time may be required.
  • Reactive, fast-paced, and high-profile environment working on-site at the Dallas location.
  • After-hours on-call availability support events on thermal products. 
  • Flexible schedule (Weekends, evenings, holidays) 

At Vertiv, we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design, manufacture and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. With $5.0 billion in revenue, a strong customer base and global reach in nearly 70 countries, our move to establish a standalone business enables us to deliver greater value to our customers and create new opportunities for our people.

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

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

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, O, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

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Confirmed 13 hours ago. Posted 30+ days ago.

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