Monitoring Technical Support Engineer

Description

POSITION SUMMARY

Vertiv is hiring a Technical Support Engineer 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 and Controls 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

Bachelor’s or Associate’s 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

Minimum six years military experience in automation, controls, 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, Automation and Controls 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

PHYSICAL & ENVIRONMENTAL DEMANDS

Reactive, fast paced environment

Professional office environment

TIME TRAVEL REQUIRED

25% domestic and minimal international

Available for travel in event of emergencies

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