Technical Support Engineer - Westerville

Vertiv is hiring a Technical Support Engineer (remote) for our Monitoring products. This position provides technical expertise and problem resolution on the field integration of Infrastructure Management Solutions. The position acts as the main contact for Infrastructure Management team and 1st Responder Customer Engineer's in the field and provides support directly to customers as required. The role provides technical expertise and resolution in addressing product performance issues. MTS Engineers lead warranty review, service documentation, parts research, and other service-related projects and provide sustaining product support, working closely with manufacturing and other departments. The position also plays a key role in the application and engineering of monitoring solutions for Remote Monitoring offerings.

RESPONSIBILITIES

• Technical Support

• Provide Domestic and International Technical Assistance

• Self-deploy for on-site Technical Assistance as required with minimal supervision

• Model and enforce Vertiv safety guidelines at all times

• Lead customer meetings and teleconferences as directed

• Lead root cause investigation for critical sites

• Sustaining

• Lead development of service-related documentation

• Projects

• Participate in design, review, and testing of Enterprise and Remote Monitoring solutions

• Participate in development of departmental procedures/guidelines

• Participate in development and validation of database forms and procedures for monitoring offerings

• Create and deliver Webinar content as assigned

• Provide classroom and field training on technical subjects as required

• Administration

• Document phone calls for tracking and reporting purposes, methods may vary

• Submit expense reports, trip reports, and timecards accurately and on time

• Manage intercompany relationships and processes for product support

• Continuous Improvement

• Attend new product and self-development training classes

• Stay familiar with new products/environments that may affect product operation to include new revisions, updates, upgrades, etc.

Other duties or projects as assigned

QUALIFICATIONS

• Minimum six years military experience in computer, networking, or electronic fields desired

• Minimum four years equivalent industry experience in one or more of the following:

• BAS (Building Automation System)/BMS (Building Management Systems) systems

• Electronic Monitoring systems

• Protocols and integration

• Computer based networks

• Basic database knowledge

• Technical support

• Minimum three years' experience interacting with customers in a support role required, technical support experience preferred

• Experience working directly with sales teams to resolve customer problems

• Minimum three years' experience in Monitoring or BMS/BAS systems required

• Excellent technical knowledge of Vertiv Monitoring products and services or similar monitoring systems is required

• Effective troubleshooting skills and resolution documentation

• Strong knowledge of PCs and Current Windows Operating Systems

• Proficient in all Microsoft Office products, especially MS Outlook, Excel and SharePoint

• Firm understanding of Data Communications Processes, including:

• Network devices

• LANs, WANS

• VPNs, RDP, WebEx and other remote access tools

• Basic understanding of key protocols: Modbus, RS232, RS422, RS485, ARCnet, and BACnet, SNMP and other network protocols.

• Experience with transducers and sensors

• Experience with schematics and wiring diagrams

• Excellent writing and verbal communication skills

• Excellent 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 projects/issues simultaneously

• Properly interact with all levels in the organization, and with the customer

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

• Ability to work without direct supervision

EDUCATION AND CERTIFICATIONS

• Bachelor's or associates degree in computer or electrical engineering preferred, or equivalent training and experience

• Interacting with customers in a technical role

• Working directly with hardware and/or software systems in data center or other high-availability environments

PHYSICAL REQUIREMENTS

• Reactive, fast paced environment

• Professional office environment

• On-call availability through a national paging/cellular system using a scheduled rotation

• Flexible schedule (Weekends, evenings, holidays)

WORKING CONDITIONS

• 25% domestic and minimal international

• Driver's License Required: Yes

• Available for travel in event of emergencies

At Vertiv, we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design, manufacture and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. With $5.0 billion in revenue, a strong customer base and global reach in nearly 70 countries, our move to establish a standalone business enables us to deliver greater value to our customers and create new opportunities for our people.

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus

• Operational Excellence

• High-Performance Culture

• Innovation

• Financial Strength

OUR 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

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 by sending an email to help.join@vertivco.com

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, O, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.