Service Technical Support Engineer, Thermal Management

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7dpcle

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 ot

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7dpcle