Thermal Technical Support Engineer Tier 1-REMOTE

Vertiv - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

1,001-5,000 employees

Wholesale Trade Agents and Brokers

About the position

This position provides technical support for the installation, commissioning, and service of all Thermal products. The role involves investigating equipment failures, developing corrective actions, and liaising with various teams to ensure timely resolution of customer events.

Responsibilities

• Provide technical support for Vertiv Customers, Customer Engineers, and Service Partners.
• Manage case and solution per established call center process flow.
• Collaborate with key functional areas like Logistics and Supply Chain, Quality, and Engineering.
• Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips.
• Perform simulation and test on product assemblies for functionality and operations.
• Create events from the Root Cause Analysis reports into Knowledgebase.
• Participate in site visits to acquire OJT.
• Complete and submit trip reports.
• Attend new product and self-development training classes.
• Model and enforce Vertiv safety guidelines at all times.
• Participate in customer meetings and teleconferences as directed.
• Review Warranty service tickets per established policy guidelines.
• Assist with analysis and trending of service reports.
• Draft product service procedures for Technical Knowledge Online publication.
• Maintain customer satisfaction rates according to company guidelines.
• Assist with new product Serviceability Verification Testing.
• Submit expense reports, trip reports, and other reports accurately and on time.

Requirements

• Minimum of four years electrical/electronic technical degree or military technical training with two years of relevant technical experience.
• Minimum 2 years HVAC experience in a related field with equivalent industry experience.
• Preferred professional HVAC industry certifications such as NATE, MTAA, or Journeyman's HVAC license.
• Familiarity with electrical/electronic test equipment and fundamentals.
• Demonstrate ability in electrical circuit understanding and troubleshooting.
• Working knowledge of principles of refrigeration and air conditioning laws and electronic theory.
• Proficient PC skills including all Microsoft Office products and web-based technologies.
• Excellent writing and verbal communication skills.
• Excellent organizational and time management skills.
• Interpersonal Skills, Professional, Reliable, Team Player.