Field Service Technician - Raleigh, NC

Field Service Technician - Raleigh, NC at Vertiv

At Vertiv, we design, manufacture, and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. We are the trusted Service Provider for 70%+ of Fortune 500 companies, including industry-leading data centers and providers of colocation and cloud service.

Job Description

Join Vertiv as a Field Service Technician in Raleigh, NC. The Field Service Technician is primarily responsible for scheduled and remedial (break-fix) service on Small to Medium UPS, Power Distribution Units & Battery system products (2-120

KVA) serviced by Vertiv. The role includes establishing and maintaining good rapport with customers, coworkers, sales representatives and others as appropriate, and supporting products and services sold to our “Edge” market segment, including retail, financial, and municipal customers.

Why Vertiv is the best company for Field Service professionals:

• Vertiv is an industry leader in Technology and Services with a best-in-class Customer Service and Safety culture
• Leaders have many years of hands-on Field Service experience in this industry
• Strong focus on employee technical and leadership development
• Technical Training in our Training Academy or Regional Training Center with immersive, hands-on learning
• Competitive benefits include:
  Company vehicle, smartphone, laptop, PPE, tools-of-the-trade, 401k, Profit Sharing, generous PTO/vacation, medical, vision & dental, and more
• Extensive technical resources including 24/7 Technical/Factory Support and online libraries
• Commitment to work/life balance
• Employer-of-choice for Veterans with technical backgrounds

Responsibilities

• Perform service tasks as assigned and per company policies and procedures
• Work under direct supervision or independently based on training completion
• Render on-site and phone assistance to customers
• Communicate with Technical Support on technical or procedural issues
• Implement Field Change Notices per published guidelines
• Stay current on Safety Bulletins, Field Change Notices, and Service Tips

Safety

• Operate safely per published guidelines
• Maintain and operate the company vehicle per local laws and policy
• Wear PPE per guidelines and job duties
• Adhere to work hours policy – “14 hours rule”
• Report all work-related accidents or injuries within 24 hours

Administration

• Complete accurate administrative tasks (time cards, expense reports, mileage, service reports) per guidelines
• Maintain inventory and perform cycle counts
• Maintain company property (vehicle, credit cards, PPE, test equipment, laptop, etc.)

Customer Satisfaction

• Provide clear communication to internal and external customers
• Provide estimated arrival times where applicable
• Document maintenance properly and provide to customer and local office upon completion
• Aim for a first-time fix and maintain customer satisfaction per guidelines

Performance

• Maximize productivity by combining service opportunities
• Complete technical and administrative work efficiently
• Make technical and commercial decisions under pressure
• Evaluate site and equipment for proper billing
• Maintain productive utilization rate and perform inventory counts
• Adhere to dress code and safety regulations
• Meet or exceed on-site response times; follow startup/escalation processes

Qualifications

• Experience (one or more): ASEET or AMEET preferred; high school or vocational diploma; 2-4 years military experience in a related field; 0-2 years relevant industry experience
• Interpersonal and administrative skills: professional communication, time management, collaboration, timely task completion
• Technical skills: site evaluation, electrical/electronic test equipment familiarity, ability to follow documented procedures, basic repair techniques, reporting of tasks
• Proficient with computer applications (Microsoft Office, Vertiv software)

Working Conditions

• Travel required
• Flexible schedules (weekends, evenings, holidays)
• Valid driver’s license
• Must pass pre-employment drug test, background check, and motor vehicle records check

Physical Requirements

Ability to stand, walk, use hands, reach, bend, crawl, sit, and climb; vision…