Job Description

Brief Job Description :-

• Serves as the primary customer contact for getting customers connected. The primary objective of this position is to work with customers, and internal teams, to ensure a successful start-up and deployment of remote service offerings.

• Receive service contracts and enter data into tracking and backend service systems

• Call and email customers with start-up instructions and requirements

• Responsible for service tickets, pre-commissioning, surveys, new account creation, and equipment tags in the service databases

• Directly answer or escalate customer questions to appropriate Vertiv associates to drive resolution to customer connectivity issues

• Follow up with customers and internal contacts to get customers connected and resolve any customer issues preventing connectivity

• Primary support contact for field Customer Engineers and Service Partners

• Ensure project documents are complete, current, and stored appropriately

• Identifies customer needs through communication and probing.

• Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time.

• Assists customers in handling, servicing, follow-up, communication and closure of issues.

• Completes workload on time. Monitors if transactions are processed in a timely manner.

• Implements error-proofing method to ensure all transactions done are accurately

• Participates in conferences calls, meetings and discussions with customers.

• Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers

• Coordinates with other teams/support to complete the request of customers.

• Monitors team service level and assists in workload distribution

• Conducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor.

• Assists colleagues in answering general escalations from customers

• Handles specialized queries from customers

• Records and submits periodic and/or quarterly transaction records, log sheets and/or trackers.

• Plans, executes and manages own workload and projects in cooperation with line leaders.

• Lead team meetings, huddles and information cascades. Communicates with the team on best practices, lessons learned, process and product updates during team huddles / meetings

• Manages team common mailboxes and delegates tasks to colleagues

• Gathers data, analyses trend, generates and submits reports to line leaders with recommendations.

• Uses effective communication tools like flow charts, process flows, diagrams, etc. to effectively communicate products and processes, convey information and respond to queries/requests coming from different levels.

Required/ Minimum Qualifications :-

• Bachelor’s Degree in Electronics, Computer Science, or related field

• Minimum of 2 years of professional experience in customer phone support

• Minimum of 1-year experience working within sales, engineering, parts & service, field applications and/or data center environment.

Additional / Preferred Qualifications:-

• Strong organizational skills with the ability to handle multiple tasks are required

• Project management experience with service implementation

• Self-motivated and able to work without supervision; must exercise independent judgment and discretion

• Ability to normally work standard North America business hours and overtime as needed

• Detail-oriented and a high degree of accuracy regarding problem-solving and analytical skills

• A professional attitude towards customer relations

• Excellent verbal and written English communications skills and presentation skills

• Good PC skills (spreadsheets, database and word processing) are required.

• Working knowledge of data communications processes and networking

• Familiarity with standard protocols such as SNMP is desirable.

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

Time Travel Needed :

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

Act With Urgency

Foster a Customer-First Mindset Think Big and Execute

Lead by Example

Drive Continuous Improvement Learn and Seek Out Development

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 help.join@vertivco.com. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers

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. "