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, and Battery system products. 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, following company policies and procedures.
• Provide on-site and phone assistance to customers.
• Communicate with Technical Support regarding technical or procedural issues.
• Implement Field Change Notices per published guidelines.
• Stay current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips.
• Operate in a safe manner, adhering 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.
• Adhere to work hours policy guidelines (the “14 hours rule”).
• 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 closures, and service reports.
• Maintain individual inventory and perform cycle counts per company policy.
• Maintain company property (vehicle, credit cards, PPE, test equipment, laptop, etc.).
• Provide proper and adequate communication to internal and external customers.
• Provide estimated time of arrival (ETA) to the customer where applicable.
• Complete scheduled maintenance documentation and provide it to the customer and local office.
• Strive for a “first time fix” for customer 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.
• Evaluate sites and equipment for appropriate billing status.
• Maintain productive utilization rates per company guidelines.
• Perform inventory cycle counts 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 internal communications.

Requirements & Tech Stack

• Personal Computer and associated applications (Microsoft Office, Vertiv software, etc.)

Qualifications

• ASEET or AMEET, or progress towards, is preferred.
• High School Diploma or Vocational School Diploma.
• 2-4 years of military experience in a related technical field.
• 0-2 years of relevant industry experience.

Interpersonal and Administrative Skills

• Communicate professionally and respectfully in both written and verbal forms.
• Manage time effectively by prioritizing and balancing technical tasks with administrative tasks.
• Collaborate with peers, customers, suppliers, and leadership.
• Complete administrative tasks (report writing, time entry, expense reporting, material debriefing, inventory counting, etc.) in a timely fashion.

Technical Skills

• Basic site evaluation skills, including environmental temperature and general operating conditions.
• Familiarity with electrical / electronic test equipment and fundamentals.
• Ability to follow written technical documentation (procedures and product manuals).
• Employ elementary fix/repair techniques based on directed supervision.
• Complete service tasks and return units to full operating conditions based on directed supervision.
• Summarize and report all work-related tasks performed in written and verbal form.

Working Conditions

• Travel is required.
• Flexible schedules (weekends, evenings, and holidays).
• Valid driver’s license.
• Requires successfully passing a drug test prior to employment.
• Requires completion and passing of a pre-employment background check and a motor vehicle records check.

Physical Requirements

• Regularly required to stand, walk, use hands and fingers, handle or feel objects, tools or other 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 required include 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.