Customer Cooling Engineer Level III

Vertiv Co. - Montréal, QC (7 months ago)

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Requisition ID: (1900001123)

Primary Location: Canada-Quebec-Montreal
Job Function: Technician
Job Posting: May 2, 2019, 1:53:39 PM

SUMMARY:
A Customer Engineer (CE) is responsible for installation, commissioning, scheduled and emergency service on cooling products serviced by Vertiv commensurate with appropriate certification. The CE is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate. The CE is also required to maintain continuous communication with CRC, Area/District Offices, and direct manager.

DUTIES & RESPONSIBILITIES:
ROLE

Rely on direction to accomplish goals.
Perform a number of work related tasks.
Capable of working under direct supervision or independently based upon training.
TECHNICAL
Render on site and phone assistance to customers.
Communicate with appropriate Technical Support on equipment issues
Perform work related tasks according to company guidelines for scheduled maintenance
Implement Field Change Notices (FCN) according to published guidelines
Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips

SAFETY

Operate in a safe manner in accordance with published safety guidelines
Must wear appropriate PPE as per company guidelines and accordance with job duties
Adhere to work hours policy guidelines – “14 hours rule”
Report all work related accidents or injuries within 24 hours to the appropriate personnel.

ADMINISTRATION

Provide accurate and timely reporting according to company guidelines;
Time cards, expense reports, mileage reports, ticket closure, forms, et al.
Maintain individual inventory in accordance with company policy
Provide estimated time of arrival to the Customer Response Center (CRC) where applicable
Maintain company property according to company policies;
Vehicle, credit cards, PPE, test equipment, laptop, pager, cell phone, et al.

CUSTOMER SATISFACTION

Provide proper and adequate communication to internal and external customers
Provide estimated time of arrival to the customer where applicable
Complete scheduled maintenance documentation properly and provide to the customer and local office upon completion of each designated assignment
Strive to provide all customers a “first time fix” for their equipment
Maintain customer satisfaction rates according to company guidelines
Attend Customer Meetings as required

PERFORMANCE

Maximize productivity by combining service opportunities
Complete all work in an efficient and timely manner
Capable of making technical and commercial decisions under pressure
Properly evaluate site and equipment for appropriate billing status
Maintain productive utilization rate according to company guidelines
Perform inventory cycle counts according to company guidelines
Adhere to company dress code and safety regulations
Understand and comply with company startup/escalation processes and procedure
Maintain proper and adequate level of internal communications to Managers, co-workers, Support Services, electronic communications, et al.

KNOWLEDGE, SKILLS & ABILITIES:
Required education

Must have High School Diploma or a accredited GED
1-2 year HVAC Diploma or Technical School Degree
EPA 608 refrigerant license – Level 2 or Universal
Required experience (One of the following)
3-5 years relevant industry/commercial experience
Six years military experience in a related field plus 1 year Vertiv product experience

Interpersonal Skills

Professional
Reliable
Team Player
Must be proficient with electrical / electronic test equipment and fundamentals
Must be proficient in reading and interpreting electrical line diagrams and blueprints

Technical skills

Ability to make in depth site evaluations. Skills to include: environmental temperature and general operating conditions
Independently perform fix/repair techniques based on knowledge
Ability to demonstrate proper brazing techniques
Capable of completing tasks and return unit to full operating conditions
Ability to summarize and report all work related tasks performed

Strong skill sets:
Communication skills
Customer service skills
Troubleshooting skills
Safety procedures
Organizational and planning skills
Computer skills
Mechanical aptitude

WORKING CONDITIONS:
Travel is required
Flexible schedules (weekends, evenings, and holidays)
Valid driver’s license

PHYSICAL REQUIREMENTS:
While performing duties of the above jobs, the associate is regularly required to stand, walk, use hands and fingers, handle or feel objects, tools or other components; reach with hands and arms; stoop, kneel, crouch, or crawl; talk, hear and smell. The associate frequently is required to sit and climb or balance. Specific vision abilities required by this job include close vision, distant vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Must have ability to regularly lift at least 50 pounds.