Field Service Representative - Power

The Field Service Representative is primarily responsible for scheduled and remedial (break-fix) service on Small to Medium UPS, Power Distribution Units & Battery system products (2-120KVA) serviced by Vertiv, commensurate with appropriate classroom and on-the-job training. The Field Service Technician is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate. The Field Service Technician is primarily responsible to support products and services sold to our “Edge” market segment, including retail, financial, and municipal customers. **RESPONSIBILITIES** **ROLE** * 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 * Meet or exceed on-site response time requirements for each customer * Understand and comply with company start