HVAC Field Support Specialist I-Coms
Vertiv Corporation

Job Info

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The I-Coms Network Specialist is the highest grade of Field Support Engineer. Field Support Engineers are product experts that provide input into technical training, technical documentation and manuals. They help customers resolve precision cooling problems that no one else can solve as a resource of escalation. They are instrumental in managing the Field Trial process for introducing new products to the field. They perform factory Start Up of XD and potentially other product lines that are more highly technical than typical Liebert models. The Precision Cooling System Specialist must be able solve problems with minimal technical support as they are considered the product expert.

ESSENTIAL FUNCTIONS:

• Supervise Field Trials - schedule travel dates with customers, coordinate on-site training with local support staff, resolve one-of-a-kind technical issues
• Resolve customer problems where Liebert equipment is not meeting expectations - these problems may be application-related where the equipment is being asked to do something it wasn't designed for and other technicians have failed to resolve the issue. Maintain positive relationships sales and customers by maintaining customer satisfaction with Liebert products
• Coordinate, supervise and perform factory Start Up of key products
• Participate on New Product Development (NPDP) teams:
  • Provide serviceability feedback to engineering during the design process
  • Review and contribute to technical training material
  • Review and contribute to technical manuals
• Provide feedback to the factory for potential product quality and reliability issues
• Informally train local support staff (including customer maintenance personnel, 3rd party contractors, or Liebert associates) on how to maintain equipment after issues have been resolved

ADDITIONAL RESPONSIBILITIES

• Provide telephone Diagnostic Engineering support during peak call periods when other Diagnostic Engineering resources are not available.

INTERACTIONS:

• Interacts with Engineering Participates on New Product Development (NPDP) teams
• Interacts with Quality Assurance and Supplier Quality to resolve quality problems
• Interacts with Local Sales Offices to maintain customer relationships
• Interacts with all of Precision Cooling Support department
• Interacts with Operations to coordinate delivery schedules of product for Factory Start Up.
• Interacts with local Service Providers to ensure quality product support after jobs are completed.

POSITION ELIGIBILITY REQUIREMENTS:

• Excellent analytical and problem-solving skills
• Extensive knowledge of network connectivity, protocols, and technologies
• Ability and willingness to travel to and work in live data centers (travel up to 50% of the time including overnight)
• Ability to provide remote, after hours support in emergency situations
• Willingness to continuously learn new technologies and updates on current technologies
• Ability to describe complex system and I/T architecture to non-technical stakeholders and senior managers
• Ability to read and understand network topologies and electrical schematics

• Ability to test and evaluate communication and data exchange between servers, routers, and computers using industry tools such as Wireshark
• Ability to plan and execute local area networks (LAN), and wide area networks (WAN) based on the client's needs
• Ability to interface with data center technicians regarding server configuration and requirements as it applies to the current system setup
• Windows SQL Server permissions and network access configuration
• Understanding of TCP/IP protocols and their configuration
• Ability to install, configure, and update end-user hardware
• Ability to utilize equipment from electronic network test equipment to punch down tools
• Ability to utilize Windows tools such as Services, Task Manager, and SQL Server Management Studio (SSMS)
• Ability to use graphics tools such as Visio, and standard Microsoft Office software

• Ability to work in a team environment and interface with multiple contractors (Controls, Mechanical, I/T and other Vertiv employees)
• Other duties as required to ensure a satisfied customer

MINIMUM QUALIFICATIONS

• High School Diploma or GED required
• Completion of all available Product Training Classes, especially iCOM, and new products
• Excellent customer service, communication and diplomacy skills
• Highly Proficient with electrical / electronic test equipment
• Proficient with technical schematics and diagrams
• 'Craftsman' level brazing skills
• Ability to perform any repair or modification to Liebert precision cooling equipment
• Ability to network the controls of major product lines (including DS, XD, CRV) and set up teamwork, lead-lag
• Experience with CANBus communication
• Ability to connect Liebert Precision cooling equipment with various building management systems (BMS) and knowledge of common BMS communication protocols
• Familiarity / sensitivity to the Liebert product sales business model of Liebert / REP / Contractor / End User - IT Operator
• Familiarity with the new DA125 and the principals of pumped refrigerant economization

BASIC QUALIFICATIONS

• 5 years' experience with Liebert Precision Cooling Equipment plus 4-yr degree in HVAC Engineering or 10 years' experience as a technician with Liebert Precision Cooling Equipment

ACCOUNTABILITIES

• Customer commendations are common for other individuals in this position where Precision Cooling System Specialists have resolved issues that the customer was unable to solve
• Timely completion of projects is required

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

At Vertiv, we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design, manufacture and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. With $5.0 billion in revenue, a strong customer base and global reach in nearly 70 countries, our move to establish a standalone business enables us to deliver greater value to our customers and create new opportunities for our people.

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
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.

The anticipated salary range for this role in the Colorado locality is between $70k to $90k per year. Salary ranges for other geographic localities may vary. The role is eligible to participate in a comprehensive and competitive benefits program, including medical, dental, vision, disability, PTO, and 401k.

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