SUMMARY : A Field Service Representative is responsible for installation, commissioning, scheduled and emergency service on products serviced by Vertiv commensurate with appropriate certification.
The FSR is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate.
The FSR is also required to maintain continuous communication with CRC, Area / District Offices, and direct manager. DUTIES & RESPONSIBILITIES :
Rely on direction to accomplish goals
With time rely on limited experience and judgment to plan and accomplish goals
Perform a number of work related tasks
Capable of working under direct supervision or independently based upon training
Maintain certifications per Job Progression table
Render on site and phone assistance to customers.
Communicate with National Technical Support on equipment issues
Perform work related tasks according to company guidelines for scheduled maintenance on UPS, batteries et.al.
Implement Field Change Notices according to published guidelines
Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips
Install and commission new or used equipment and monitor site start-up as scheduled
Provide Pre-Site inspections as required
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
Attend customer safety orientation visits as required
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 where applicable
Provide necessary quotations to customers for parts, labour, batteries, etc. when needed
Maintain company property according to company policies
Vehicle, credit cards, PPE, test equipment, laptop, pager, et al.
Provide proper and adequate communication to internal and external customers
Provide estimated time of arrival to the customer for 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 (Satisfaction Survey Results)
Attend Customer Meetings as required
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
Meet or exceed on-site response time requirements for each customer
Understand and comply with company startup / escalation processes and procedures
Maintain proper and adequate level of internal communications
Managers, co-workers, Support Services, electronic communications, et al.
KNOWLEDGE, SKILLS & ABILITIES :
Required experience (one or more of the following)
2 year College Degree in Electronics / Electrical field
3 year College Degree in Electronics / Electrical field
Equivalent UPS experience (small, medium, large) required
Equivalent industry experience of 3 to 5 years
Familiarity with electrical / electronic test equipment and fundamentals
Must be able to read and interpret electrical line diagrams and blueprints
Working knowledge of OHM’s law and electronic theory
Ability to make basic site evaluation skills to include : environmental temperature, and general operating conditions
Elementary fix / repair techniques based on directed supervision
Capable of completing tasks and return unit to full operating conditions based upon directed supervision
Ability to summarize and report all work related tasks performed
Strong skill sets :
Communication skills - bilingual (English / French) required
Customer service skills
Organizational and planning skills
Speak, Read / Write in both English and French
WORKING CONDITIONS :
Travel is required Canada; US
Hour / Day on-call availability through a national paging system
Flexible schedules (weekends, evenings, and holidays) is required
Work in industrial and commercial type environments on large equipment
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 the ability to regularly lift at least 50 pounds.
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 $4.4 billion in sales, 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.
Whether you’re an established professional looking for a career change, an undergraduate student exploring options or recently received your MBA degree, you’ll find a variety of opportunities at Vertiv.
Explore them now and join our team of 19,000 employees in making the future of our customers’ business possible.
Equal Opportunity Employer
Vertiv is an equal opportunity employer committed to providing a workplace free of any discrimination or harassment. We encourage all qualified applicants to apply including women, Aboriginal Peoples, members of visible minority groups and persons with disabilities.
Reasonable accommodations are available at all stages of recruitment, selection and employment.
If you have an accommodation need, please contact Human Resources or to make appropriate arrangements.