Customer Engineer - Power, NSW

Position Summary/Objectives Of Incumbent:

The purpose of this position is to attend to customer needs by directing the activities of field service personnel and following up opportunities, and to carry out service of equipment, after hours service, commissioning and service contracts.

Key Responsibilities

• Carry out commissioning, service contracts and participate in the after hours call out roster to deliver service commitments in a professional, efficient manner, and achieve a high level of service to our clients within the restraints of time, expense and profitability.
• Co-ordinate customer requirements with availability of field staff for site commissioning.
• Provide Business Development Support to the region, aiming to grow contract business for both Thermal and Power Services.
• Ensure field personnel are equipped with tools and documentation in order to perform their functions.
• Ensure despatching and scheduling of calls is provided to all field personnel.
• Respond to customer requests for quotation or service advice within a timely manner.
• Assist field personnel in situations of technical difficulty.
• Support field personnel in the execution of their admin functions such as paperwork.
• Take all necessary steps to ensure OH&S requirements are adhered to.
• Promote Vertiv’s Service capability at all opportunities to gain additional business.
• Seek out additional business by direct representation to prospective customers.
• Conduct site inspections and adhoc checks on personnel to ensure Customer Engineers are performing to company expectations and meeting our clients needs.
• Recommend training, either technical or customer service, of field staff.
• Manage the staff in the field with the most efficient manner ensuring all legal obligations and humane considerations are met in the process.        Appraise staff on an ongoing basis and regularly review performance with subordinates.
• Conduct cyclic counts to ensure correct levels of van stock and warehouse.
• Report to management the current project status when necessary.
• Ensure field service personnel presentation meets company standards.
• Ensure timesheets are filled out correctly, signing and forwarding to Manager for countersigning before sending to pay office by due date with the accompanying support documentation if required eg: Doctors Certificate.
• Liaise with Technical Support Group to assist field personnel with technical issues.

Continuous Improvement:

• To be aware at all times of both Sales & Service opportunities for the Company, and to report any such opportunities to Management.
• To ensure that the Sales Department is made aware of all new sales opportunities and prospects, and to work closely with them in achieving this business

Whs, Environment & Quality:

• Comply with all Work, Health & Safety, Environment and Quality obligations
• Actively promote safety in the workplace

Employees reporting to Incumbent: Nil

Main contacts within Company

• Other Customer Engineers – Power
• Service Supervisor – Power
• Service Operations Manager
• Safety Manager
• Technical Support Team
• Sales Team
• Finance

Main contacts outside the Company

• Customers
• Product Suppliers
• Contractors
• Vertiv Partners

Education/Qualification:

• Electrical/Electronics Trade Certificate (ideally)
• Relevant State-based Electrical Licence

Specialist Knowledge:

• Commercial acumen
• Technical knowledge in data centres, telecom, commercial & industrial or similar industries

Practical Experience:

• Proven track record within the power industry as a service technician
• Proficiency in Microsoft Office

Personal Characteristics:

• Excellent communication, inter-personal and problem solving skills
• Learning agility
• Interpersonal skills
• Ability to work collaboratively in a team environment
• Ability to multitask and priorities workloads
• Negotiation & influencing skills
• Computer literacy at an intermediate level