The Thermal Technical Support Level 1 is responsible for knowledge of installation, commissioning, and service on all products by Vertiv. They are required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate. They are also required to maintain continuous communication and follow up. This is an intermediate-level position.
Render phone assistance to customers in the form of technical support.
Communicate with Parts, Warranty and Technical Services on equipment issues
Perform work related tasks according to company guidelines.
Keep current on Safety Bulletins, Safety Field Change Notices, Field
Change Notices, and Service Tips
Must be current on all safety guidelines in accordance with Electrical, and HVAC requirements. Operate in a safe manner
Perform simulation and test on old or new product assemblies for functionality and operations.
Provide accurate and timely reporting according to company guidelines,
Time cards, expense reports, mileage reports, and forms.
Maintain company property according to company policies, vehicle, credit cards, test equipment, laptop, pager.
Provide proper and adequate communication to internal and external customers
Complete service records documentation properly and provide to the customer and local sales office upon completion of each assignment
Understand and comply with company startup/escalation processes and procedures
Maintain customer satisfaction rates according to company guidelines
Maximize productivity by combining opportunities
Capable of making technical and commercial decisions under pressure
Properly evaluate backcharges for appropriate billing status
Participate as service representative in new product development process.
Miscellaneous as requested
Interpersonal Skills, Professional, Reliable, Team Player
Familiarity with electrical / electronic test equipment and fundamentals
Must be able to read and interpret electrical diagrams, piping drawings and blueprints
Working knowledge of principles of refrigeration and air conditioning laws and electronic theory
Strong skill sets: Communication skills, Customer service skills,