Job Description

Brief Job Description:

The Senior Customer Service Engineer will support the Operations Manager-Power in ensuring service commitments are met and enhancing customer satisfaction through new initiatives. We are seeking a highly motivated and skilled Field Service Engineer with a bachelor's degree in electrical engineering to join our team. This role focuses on efficient service delivery, providing on-site service, maintenance, and support for critical electrical systems in data centers, including Uninterruptible Power Supply (UPS) systems.

The ideal candidate should have strong communication, negotiation, and customer-handling skills, good logical thinking, troubleshooting, and problem-solving abilities, and a solid understanding of electrical systems and data center operation.

Responsibilities and Measurement Criteria with Time investment Needed on Each:

Perform commissioning, maintenance, troubleshooting, and analysis of UPS systems, PDUs, STS, electrical panels, lithium-ion batteries, BMS, and other critical electrical equipment in data centers.
Provide incident reports to customers and prepare required documentation for Root Cause Analysis (RCA) for the regional team. Collaborate with the regional team to ensure timely RCA release.
Track daily service activities and pending cases from various customers. Working closely with the team leads to coordinating engineers in resolving on-site issues within SLA, while maintaining clear and proactive communication with customers regarding progress updates.
Collaborate with the Service Sales team to provide solutions for system replacement, system enhancements, and procedures for replacements.
Offer technical support, resolve electrical system issues, and provide solutions to customer inquiries through Service Sales, including service reports and technical recommendations to enhance system performance and reliability.
Develop standardized documents and Sales toolkits to support customer engagement, including standard procedures for service activities.
Create internal documentation for onboarding new engineers, such as standard operating procedures for each service activity, and conduct annual reviews to validate and update documentation.
Maintain accurate documentation of service activities, including work orders, service reports, incident reports, and technical recommendations, ensuring compliance with QA/QC standards.
Adhere to safety regulations and company procedures while working on-site, ensuring a customer-focused and professional approach that aligns with Vertiv's world-class service standards.
Manage product claims and returns within the agreed SLA, conduct monthly stock reviews, update spare parts lists from new project handovers, and ensure timely replenishment for urgent cases.
Assist in training junior engineers and technicians on electrical systems and best practices.
Stay updated on company products and services through ongoing training (both online and at the Manila Academy) and apply this knowledge to enhance technical proficiency.

Qualifications

Bachelor of Engineering; Electrical or related field.
Experience with advanced UPS models and other backup power solutions.
Familiarity with data center infrastructure management (DCIM) tools.
Certifications in UPS maintenance, electrical safety, or similar fields are a plus

Physical & Environmental Requirements: - (To be used majorly for manufacturing jobs.)

Diligent, honest, patient, highly disciplined, and with an unlimited commitment to providing service.
Proficient in Thai and English communication skills.
Capable of working independently with minimal supervision, self-driven, and able to work under pressure.
Self-motivated, proactive, and detail oriented.
Committed to service excellence and goal oriented.
Strong interpersonal skills.
Capable of working under pressure and being self-driven.
Proven experience (7+ years) in field service engineering, specifically with UPS systems and data center electrical systems.
Strong knowledge of electrical systems, including UPS, Battery Lithium, STS, PDUs, transformers, and power distribution.
Ability to troubleshoot, analyze and prepare root cause analysis report (RCA) electrical issues, read and interpret electrical schematics, and perform hands-on repairs.
Familiarity with data center operations and critical power systems.
Excellent problem-solving skills and ability to work under pressure.
Strong communication skills and ability to interact with clients and internal teams.
Ability to work independently and manage multiple tasks efficiently.
Knowledge of safety standards and procedures related to electrical systems.

Time Travel Needed

50%

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
Think Big and Execute
Act With Urgency
Own It
Drive Continuous Improvement
Promote Transparent and Open Communication
Learn and Seek Out Development
Foster a Customer-First Mindset
Lead by Example

At Vertiv, we're on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $6.9 billion in revenue, a strong customer base and global reach spanning over 130 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.

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 [HIDDEN TEXT]. If you are interested in applying or learning more about this role, please visit the company's career page located on Vertiv.com/Careers

About The Team

Work Authorization

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, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity 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.

Field Service IX (Power)