POSITION SUMMARY
The Senior Customer Service Engineer will support the Operations Manager-Power in ensuring service commitments are met and enhancing customer satisfaction through new initiatives. We are seeking a highly motivated and skilled Field Service Engineer with a bachelor’s degree in electrical engineering to join our team. This role focuses on efficient service delivery, providing on-site service, maintenance, and support for critical electrical systems in data centers, including Uninterruptible Power Supply (UPS) systems.
The ideal candidate should have strong communication, negotiation, and customer-handling skills, good logical thinking, troubleshooting, and problem-solving abilities, and a solid understanding of electrical systems and data center operation.
RESPONSIBILITIES
- Perform commissioning, maintenance, troubleshooting, and analysis of UPS systems, PDUs, STS, electrical panels, lithium-ion batteries, BMS, and other critical electrical equipment in data centers.
- Provide incident reports to customers and prepare required documentation for Root Cause Analysis (RCA) for the regional team. Collaborate with the regional team to ensure timely RCA release.
- Track daily service activities and pending cases from various customers. Working closely with the team leads to coordinating engineers in resolving on-site issues within SLA, while maintaining clear and proactive communication with customers regarding progress updates.
- Collaborate with the Service Sales team to provide solutions for system replacement, system enhancements, and procedures for replacements.
- Offer technical support, resolve electrical system issues, and provide solutions to customer inquiries through Service Sales, including service reports and technical recommendations to enhance system performance and reliability.
- Develop standardized documents and Sales toolkits to support customer engagement, including standard procedures for service activities.
- Create internal documentation for onboarding new engineers, such as standard operating procedures for each service activity, and conduct annual reviews to validate and update documentation.
- Maintain accurate documentation of service activities, including work orders, service reports, incident reports, and technical recommendations, ensuring compliance with QA/QC standards.
- Adhere to safety regulations and company procedures while working on-site, ensuring a customer-focused and professional approach that aligns with Vertiv’s world-class service standards.
- Manage product claims and returns within the agreed SLA, conduct monthly stock reviews, update spare parts lists from new project handovers, and ensure timely replenishment for urgent cases.
- Assist in training junior engineers and technicians on electrical systems and best practices.
- Stay updated on company products and services through ongoing training (both online and at the Manila Academy) and apply this knowledge to enhance technical proficiency.
QUALIFICATIONS
- Bachelor of Engineering; Electrical or related field.
- Experience with advanced UPS models and other backup power solutions.
- Familiarity with data center infrastructure management (DCIM) tools.
- Certifications in UPS maintenance, electrical safety, or similar fields are a plus
PHYSICAL & ENVIRONMENTAL DEMANDS
- Diligent, honest, patient, highly disciplined, and with an unlimited commitment to providing service.
- Proficient in Thai and English communication skills.
- Capable of working independently with minimal supervision, self-driven, and able to work under pressure.
- Self-motivated, proactive, and detail oriented.
- Committed to service excellence and goal oriented.
- Strong interpersonal skills.
- Capable of working under pressure and being self-driven.
- Proven experience (7+ years) in field service engineering, specifically with UPS systems and data center electrical systems.
- Strong knowledge of electrical systems, including UPS, Battery Lithium, STS, PDUs, transformers, and power distribution.
- Ability to troubleshoot, analyze and prepare root cause analysis report (RCA) electrical issues, read and interpret electrical schematics, and perform hands-on repairs.
- Familiarity with data center operations and critical power systems.
- Excellent problem-solving skills and ability to work under pressure.
- Strong communication skills and ability to interact with clients and internal teams.
- Ability to work independently and manage multiple tasks efficiently.
- Knowledge of safety standards and procedures related to electrical systems.
TIME TRAVEL REQUIRED
50% - 50%
