Service Technical Support Engineer, Thermal Management
Pubblicato il 15-08-2026 - Informatica / Software in Italia
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