Service Technical Support X North America and EMEA Only

Summary: As part of our team, you will work across the EMEA region, using your analytical skills and knowledge of software and hardware technology. Your role involves defining, testing, implementing, and modifying systems that integrate software and hardware, focusing on electrical, thermal management, and telecom components. You'll be responsible for diagnosing and identifying hardware and software issues reported by our customers or sales division, and proposing solutions based on our internal procedures. This role emphasizes remote service delivery, where customer satisfaction, ownership, and achieving results are key priorities.

Responsibilities:

• Tier 2 diagnoses and troubleshoot of software issues for Vertiv products (Cloud Service Portal, Vertiv Critical Insight, Environet Connect) reported by customers or field personnel.
• Provide tier 2 remote software support for monitoring platforms and technical assistance to customers or subcontractors, documenting and overseeing the entire process from start to finish.
• Prepare periodic technical reports for customers, including network audits.
• Assist sales and field agents with technical issues related to Vertiv’s hardware product solutions.
• Use your strong skills in troubleshooting, diagnosis and repair of networking, monitoring, operating systems, or database systems.
• Guide junior/mid engineers and ensure accurate case management, provide excellent customer service in line with defined SLAs.
• Configure DC systems, thermal and energy systems, modems, routers, and PDUs.
• Integrate and oversee energy and thermal systems within advanced monitoring platforms.
• Lead discussions between customers, channels, distributors, and internal departments to ensure high service levels.
• Guide junior/mid engineers and conduct tests in our laboratory, simulating and resolving customer incidents while preparing necessary documentation.
• Rapidly acquire new technologies and effectively apply this knowledge to our products and customer environments.
• Perform customer engineering tasks such as commissioning, maintenance, and responding to emergency calls on customer sites.
• Lead and/or collaborate on various internal projects focused on
  • Enhancing operational capacity
  • Vertiv remote monitoring software products
  • Digital solutions
  • Service offerings and other
• Support and help the development of junior and mid engineers.
• Improve existing solutions, guidelines, and procedures.
• Lead RCAs in meetings and customer facing discussions.
• Define and participate in UAT’s and solutions validations as directed.
• Collaborate closely with various departments to ensure the successful technical implementation of products and services.
• Maximum of 40% domestic and international travel as required.

Qualification:

• School Background:
  • Polytechnical studies specializing in Thermal Management, Electrical Engineering, Electronics, Telecommunications, Mechanical or Building Services, or relevant experience in the field.
• Excellent grasp of English both written and spoken
• Excellent writing and verbal communication skills
• Excellent organizational and time management skills
• Excellent analytical and problem-solving abilities
• Possess a positive attitude and flexibility in a rapidly changing environment.
• Ability to switch efficiently between multiple tasks/projects/issues simultaneously.
• Conscientious, accurate, detail oriented, and self-motivated
• 3+ years of experience with Uninterruptible Power Systems (UPS), DC, Cooling Systems and Monitoring Products.
• Tier 2 or higher customer interaction in a technical capacity
• Direct involvement with hardware and/or software systems in data centers or other high-availability environments
• Excellent knowledge of BAS/BMS or Electronic Monitoring systems
• Excellent knowledge of protocols, computer-based networks, database structures, and high-level software architectures
• Excellent understanding of Uninterruptible Power Systems (UPS), DC and Cooling Systems, and telecom mid/advanced concepts.
• Firm understanding of Data Communication Processes (Network devices, LAN’s, WAN’s, VPN’s, RDP’s
• Good knowledge of Operating Systems components and concepts, software dependencies as well as API’s.
• Ability to work without direct supervision.
• Ability to interact effectively within all levels of an organization as well as with B2B customers.