Field Service Technician - Rochester, NY

About the role

Vertiv is an industry leader in Technology and Services with a best-in-class Customer Service and Safety culture. Company leaders have many years of hands-on Field Service experience in this industry and many others. Tremendous focus is placed on employee technical and leadership development. Technical Training takes place in our state of the art Training Academy or Regional Training Center with a strong focus on immersive, hands-on learning.

Responsibilities

• Perform service tasks as assigned and as per company policies and procedures
• Capable of working under direct supervision or independently based upon training completion
• Render on-site and phone assistance to customers
• Communicate with Technical Support on technical or procedural issues
• Implement Field Change Notices per published guidelines
• Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips

Safety

• Operate in a safe manner in accordance with published safety guidelines
• Maintain and operate company vehicle in accordance with local laws and company policy
• Must wear appropriate PPE as per company guidelines and accordance with job duties
• Adhere to work hours policy guidelines – “14 hours rule”
• Report all work related accidents or injuries within 24 hours to the appropriate personnel.

Administration

• Complete accurate and timely administrative tasks (i.e. Time cards, expense report, mileage reports, Service Request task closure, service reports) per company guidelines
• Maintain individual inventory and perform cycle counts in accordance with company policy
• Maintain company property (company vehicle, credit cards, PPE, test equipment, laptop, etc.) per company policies

Customer Satisfaction

• Provide proper and adequate communication to internal and external customers
• Provide estimated time of arrival to the customer where applicable
• Complete scheduled maintenance documentation properly and provide to the customer and local office upon completion of each assignment
• Strive to provide all customers a “first time fix” for their equipment
• Maintain customer satisfaction rates per company guidelines
• Attend Customer Meetings as required

Performance

• Maximize productivity by combining service opportunities
• Complete all technical and administrative work in an efficient and timely manner
• Capable of making technical and commercial decisions under pressure
• Properly evaluate site and equipment for appropriate billing status
• Maintain productive utilization rate per company guidelines
• Perform inventory cycle counts per company guidelines
• Adhere to company dress code and safety regulations
• Maintain proper and adequate level of internal communications