Service Technical Support Engineer, Thermal Management

Vertiv · Tognana

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Manages all the operational aspects related to the technical support of the EMEA Service network for Market Units and Distributors/Service Partners, providing technical support to Field Engineers both remotely and in field, through the newly established Regional Technical Support team (Level 2).

Analyses warranty cases technically and justifies acceptance/refusal.

Prepares and distributes Service technical documentation.

As a Technical Support Engineer, will support the new Products during their introduction in the market, being the point of contact between internal Service and Engineering Teams to guarantee the most efficient Customer cases resolution, the collection from the field of all the info needed for a continuous product improvement lifecycle.

Duties and Responsibilities

All activities are to be performed in line with Vertiv company policies. These include, but are not limited to International Trade Compliance policy, Data Retention Policy, GDPR regulations, etc. 

• Comply both in office, factory and sites with safety regulations and Vertiv EHS requirements
• Collect, manage and follow technical requests from various partners, providing advice and support according to available technical literature (product documents, user and service manuals, electrical, refrigerant and hydraulic diagrams) and available SW tools.
• Organize and manage site visits according to the field needs when required from the technical/commercial severity/importance of the case.
• Process in timely manner the assigned tickets and report when needed about their status.
• Provide timely and complete technical reports of treated cases and site visits according to the case.
• Keep active and constructive communication with internal stakeholders and external customers.
• When requested, produce root cause analysis reports coordinating the contributions from various departments.
• Execute analysis and tests in the lab in order to find the solutions for issues owned.
• Interface with other departments, such as, but not limited to, Quality, R&D, Production, Product Offering, Pre-Sales (Application Engineering), Academy, suppliers, in order to provide a more effective support to the field and reporting issues from the same, providing adequate feedback for product improvement.
• Identify parts needed in field to service units, supporting the service spares department and service sales.
• Support field in the use of proper service technical procedures.
• Analyse warranty cases technically and justify acceptance/refusal.
• Contribute to produce technical literature such as Bulletins, Guidelines, Operating Instructions for topics related to Service.
• Participate and contribute to diffusion and spread of technical knowledge within the service organization by delivering short trainings and attending technical forums.
• Contribute to NPDI process, supporting relevant NPDI engineers.
• Manage all the above activities respecting legal requirements defined by the ITC regulation and environmental requirements defined by EU regulations and local norms.

Offers in Scope

Products family supported: Chillers, Freecooling Chillers, Adiabatic Freecooling Chillers, Adiabatic Air Conditioners, Precision Cooling packaged units, Liquid Cooling, Packaged Air Handling Units, Precision Cooling floor-mount CRAC and CRAH units, Mobile range Floor Mount, Wall Mount and split Air Conditioners, Rack and Row Coolers.

20 Countries or local Organizations / 50-70 Distributors.

Knowledge, Skills and Abilities

• School Background
  • Secondary school with technical specialization (mechanical, electrical or electronic) or higher.
• Language skills
  • Good written and spoken English with knowledge of the main technical language/words used in the relevant product application business.
• Technical / Functional skills
  • 5+ years of experience with industrial chillers and air conditioners.
    • Well balanced mix of mechanical, thermodynamic and control/software knowledge.
    • Service, R&D, Laboratory or testing/commissioning experience preferable.
    • Experience in the use of measuring/testing tools.
    • Confidence with use of software tools such as, but not limited to, Word Processors, Calculation Spreadsheets, Presentation Tools etc.
• Attitudes
  • Good written and communication skills.
    • Oriented to self-organization of office and field activities.
    • Flexibility and capability of organizing and managing short terms visits of short /mid duration.
    • Availability to spend up to 30% of time travelling and attending customer sites. 
    • Drive and self-motivated.
    • Customer oriented.
    • Capability to work with potentially critical situations and stress environment.

Travel Required

• 25 - 50%

The anticipated salary range for this role in  Tognana - Italy locality is between 33,100 Euros to 41,375 Euros gross per year (based on a full-time working week). Certain roles may be eligible for variable compensation and benefits. Where applicable, a comprehensive overview of the full benefits package and any additional compensation will be provided during the recruitment process in accordance with local legal requirements. Compensation is determined based on objective, gender-neutral criteria, including skills, experience, and job responsibilities.

The applicable National Collective Bargaining Agreement (CCNL) for this role is Metalmeccanico Industria

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