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Thermal Technical Support Engineer Level 2 at Vertiv Corporation in Columbus, Ohio

Posted in Architecture 30+ days ago.

This job brought to you by eQuest

Type: Full-Time

Job Description:


  • Provide technical support for Domestic and International customers and Customer Engineers

  • Manage case and solution per established call center process flow

  • Lead or participate in Six Sigma projects and lean projects

  • Capture down unit events from Uptime and create in Knowledge base. 

  • Create and maintain service procedures

  • Provide on-site Technical Assistance as required

  • Attend new product and self-development training classes

  • Model and enforce Vertiv safety guidelines at all times

  • Review Warranty service tickets per established policy guidelines including complex tickets

  • Review and approve product service procedures for Technical Knowledge Online

  • Lead Serviceability Verification Testing and compliance for new products.

  • Evaluate and qualify new tools and test equipment

  • Review/approve ECNs and identify potential service impact.

  • Author and review Root Cause Analysis Reports at equipment and system level

  • Participate in development of Scope of Work for new services

  • Develop and present technical webinars

  • Special Projects as assigned

  • Provide support to Logistics for parts research, spare kits, parts sourcing, and last time buy.

  • Create Service Safety Bulletin, Field Alert, and Field Change Notice

  • Audit Customer Engineers training classes and suggest improvement

  • Create Field Change Notice for proactive field enhancement

  • Lead customer meetings and teleconferences as directed

  • Collaborate with engineering in forensic analysis and first article testing

  • Lead investigation of mechanical and control issues with a focus on highly configurable products.

  • Troubleshoot connectivity issues between Vertiv Thermal Products and Vertiv Monitoring Products.



  • Minimum of four year Mechanical or HVAC Engineering degree. Alternatively, military technical training or electronic certification with five years of relevant technical experience.

  • Minimum of four years field service and/or technical support experience with demonstrated expertise in HVAC mechanical and control schemes.

  • Knowledge and experience in HVAC product design and forensic analysis preferred

  • Experience with HVAC system ancillary controls like BMS, MODBUS, CAN communications, and PLC is required

  • Strong customer service communication and interaction skills

  • Excellent writing and verbal communication skills

  • Excellent organizational and time management skills.

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

  • Detail oriented and self motivated with the ability to work without direct supervision

  • Proficient PC skills including all Microsoft Office products and web-based technologies

  • Demonstrate ability in electrical circuit understanding and troubleshooting

  • Possesses leadership skills

  • Knowledgeable in Quality Systems process, Six Sigma, Continuous Improvement, 8D, FMEA, etc.




  • Reactive, fast paced and high profile environment.

  • After-hours on-call availability through a rotational schedule.

  • Flexible schedule (Weekends, evenings, holidays)

  • Travel up to 10% of the time may be required