Customer Engineer I

About the Role

The Field Service Technician is primarily responsible for scheduled and remedial (break-fix) service on Small to Medium UPS, Power Distribution Units, & Battery system products (2-120KVA). This role supports products and services sold to the “Edge” market segment, including retail, financial, and municipal customers.

Key Responsibilities

• Perform service tasks as assigned per company policies and procedures.
• Provide on-site and phone assistance to customers.
• Communicate with Technical Support on technical or procedural issues.
• Implement Field Change Notices per published guidelines.
• Operate in a safe manner according to published safety guidelines.
• Maintain and operate the company vehicle in accordance with local laws and company policy.
• Wear appropriate PPE as per company guidelines and job duties.
• Adhere to work hours policy guidelines.
• Report all work-related accidents or injuries within 24 hours.
• Complete accurate and timely administrative tasks, including time cards, expense reports, mileage reports, Service Request task closure, and service reports.
• Maintain individual inventory and perform cycle counts.
• Maintain company property (company vehicle, credit cards, PPE, test equipment, laptop, etc.).
• Provide proper and adequate communication to internal and external customers.
• Provide estimated time of arrival to the customer where applicable.
• Complete scheduled maintenance documentation.
• Strive to provide all customers a “first time fix” for their equipment.
• Maintain customer satisfaction rates per company guidelines.
• Attend Customer Meetings as required.
• Maximize productivity by combining service opportunities.
• Complete all technical and administrative work efficiently and timely.
• Make technical and commercial decisions under pressure.
• Properly evaluate site and equipment for appropriate billing status.
• Maintain productive utilization rate per company guidelines.
• Adhere to company dress code and safety regulations.
• Meet or exceed on-site response time requirements.
• Understand and comply with company startup/escalation processes and procedures.
• Maintain proper and adequate level of internal communications.

Requirements & Tech Stack

• Travel is required.
• Flexible schedules (weekends, evenings, and holidays).
• Valid driver’s license.
• Must pass a drug test prior to employment.
• Must pass a pre-employment background check and a motor vehicle records check.
• Familiarity with electrical / electronic test equipment and fundamentals.
• Proficient with a personal computer and associated applications (Microsoft Office, Vertiv software, etc.).

Qualifications

• ASEET or AMEET, or progress towards, is preferred.
• High School or Vocational School Diploma.
• 2-4 years military experience in a related technical field.
• 0-2 years of relevant industry experience.
• Ability to work under direct supervision or independently based upon training completion.
• Communicate professionally and respectfully in both written and verbal forms.
• Manage time effectively by prioritizing and balancing technical tasks with administrative tasks.
• Collaborative with peers, customers, suppliers, and leadership.
• Ability to make basic site evaluations (environmental temperature, general operating conditions).
• Ability to follow written technical documentation (procedures and product manuals).
• Ability to employ elementary fix/repair techniques based on directed supervision.
• Ability to complete service tasks and return unit to full operating conditions based upon directed supervision.
• Ability to summarize and report all work-related tasks performed in written and verbal form.

Physical Requirements

• Regularly required to stand, walk, use hands and fingers, handle or feel objects, tools or components; reach with hands and arms; stoop, kneel, crouch, or crawl; talk, hear and smell.
• Frequently required to sit and climb or balance.
• Specific vision abilities: close vision, distant vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Must be able to consistently lift up to 50 pounds and occasionally up to 75 pounds.