Service Technical Support IX North America and EMEA Only

Job title: Service Technical Support IX North America and EMEA Only

POSITION 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

• Diagnose and troubleshoot 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.
• Manage alarms and field force operations, ensure accurate case management, and 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.
• Act as a liaison between customers, channels, distributors, and internal departments to ensure high service levels.
• Collaborate with senior engineers to 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 with support from senior engineers.
• Contribute to and 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 engineers.

QUALIFICATIONS

• School Background:

• Polytechnical studies specializing in Electrical Engineering, Electronics, Telecommunications, Mechanical or Building Services, or relevant experience in the field.

• Strong grasp of English both written and spoken

• Strong writing and verbal communication skills

• Strong organizational and time management skills

• Strong analytical and problem-solving abilities

• Possess a positive attitude and flexibility in a rapidly changing environment.

• Ability to manage multiple tasks/projects/issues simultaneously.

• Conscientious, accurate, detail oriented, and self-motivated

• 1.5+ years of experience with Uninterruptible Power Systems (UPS), DC, Cooling Systems and Monitoring Products.

• Experience in any of the following areas is advantageous:

• Tier 2 customer interaction in a technical capacity

• Direct involvement with hardware and/or software systems in data centers or other high-availability environments

• BAS/BMS or Electronic Monitoring systems

• Good knowledge of protocols, computer-based networks, database structures, and high-level software architectures

• Good understanding of Uninterruptible Power Systems (UPS), DC and Cooling Systems, and telecom mid/advanced concepts.

• PHYSICAL & ENVIRONMENTAL DEMANDS

• You will be part of a department operating 24/7 to monitor and support critical infrastructure challenges for customers in Data Centers, Financial, Telecom, Governmental and Industrial sectors.

• You will work on three shifts across weekends and legal holidays within a flexible schedule.

• 75% of work concentrated during regular business hours.

• Four-day workweeks when incorporating weekend shifts.

• Periodic On-Call.

• TIME TRAVEL REQUIRED

• Maximum of 20% domestic and international travel as required.

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• About Us

• The successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities.

• OUR CORE PRINCIPLES: Safety. Integrity. Respect. Teamwork. Inclusion.

• OUR STRATEGIC PRIORITIES

• High-Performance Culture

• Customer Focus

• Operational Excellence

• Innovation

• Financial Strength

• VERTIV 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

• Promote transparent & open communication

• About Vertiv

• Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks, and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

• Equal Opportunity Employer

• 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.