Service Technical Support Engineer, Thermal Management

Manages all operational aspects related to technical support for the EMEA Service network, provides technical support to Field Engineers, and prepares and distributes Service technical documentation.

Requirements

• Comply with Safety Regulations and Vertiv EHS requirements
• Collect, manage and follow technical requests from partners
• Organize and manage site visits
• Process tickets in a timely manner and report on status
• Provide timely and complete technical reports of treated cases and site visits
• Keep active and constructive communication with internal and external Customers
• Interface with other departments such as Quality, R&D, Production, Product Offering, Pre-Sales, Academy, suppliers, etc.
• Identify parts needed in field to service units, supporting the Service Spares Department and Service Sales
• Support field in the use of proper service technical procedures
• Analyse warranty cases technically and justify acceptance/refusal
• Contribute to produce technical literature such as Bulletins, Guidelines, Operating Instructions for topics related to Service
• Participate and contribute to diffusion and spread of technical knowledge within the Service Organization
• Contribute to NPDI process, supporting relevant NPDI Engineers
• Manage all the above activities respecting legal requirements defined by the ITC regulation and environmental requirements defined by EU regulations and local norms