Customer Cooling Engineer Level III
Vertiv
Montreal, Quebec, Canada
2d ago

SUMMARY :

A Customer Engineer (CE) is responsible for installation, commissioning, scheduled and emergency service on cooling products serviced by Vertiv commensurate with appropriate certification.

The CE is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate.

The CE is also required to maintain continuous communication with CRC, Area / District Offices, and direct manager.

DUTIES & RESPONSIBILITIES :

ROLE

  • Rely on direction to accomplish goals.
  • Perform a number of work related tasks.
  • Capable of working under direct supervision or independently based upon training.
  • TECHNICAL

  • Render on site and phone assistance to customers.
  • Communicate with appropriate Technical Support on equipment issues
  • Perform work related tasks according to company guidelines for scheduled maintenance
  • Implement Field Change Notices (FCN) according to published guidelines
  • Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips
  • SAFETY

  • 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.
  • ADMINISTRATION

  • 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 (CRC) where applicable
  • Maintain company property according to company policies;
  • Vehicle, credit cards, PPE, test equipment, laptop, pager, cell phone, et al.
  • CUSTOMER SATISFACTION

  • Provide proper and adequate communication to internal and external customers
  • Provide estimated time of arrival to the customer 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
  • Attend Customer Meetings as required
  • PERFORMANCE

  • 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
  • Understand and comply with company startup / escalation processes and procedure
  • Maintain proper and adequate level of internal communications toManagers, co-workers, Support Services, electronic communications, et al.
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