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

• 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 DEMANDS

• 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 REQUIRED

• 50% - 90%