Customer Service Associate

Job Description A Cooling CE is responsible for installation, commissioning, scheduled and emergency service on Liebert Air products. They must establish, promote and maintain excellent rapport with all customers, co‑workers, sales representatives, and others as appropriate. Must maintain continuous communication with Area/District Offices and direct manager. Responsibilities Rely on direction to accomplish goals Perform a number of work‑related tasks Capable of working under direct supervision or independently based upon training Maintain certifications per job requirements Render on‑site and phone assistance to customers Communicate with National Technical Support on equipment issues Perform work related tasks according to company guidelines for scheduled maintenance Implement Field Change Notices according to published guidelines Keep current on Safety Bulletins, Safety Field Change Notices, Field Change Notices, and Service Tips Operate in a safe manner in accordance with published safety guidelines Must wear appropriate PPE as per company guidelines and in accordance with job duties Adhere to work hours policy guidelines – "14 hours rule" Report all work related accidents or injuries within 24 hours to the appropriate personnel Provide accurate and timely reporting according to company guidelines Timecards, expense reports, mileage reports, ticket closure, forms, etc. Maintain individual inventory in accordance with company policy Maintain company property according to company policies Vehicle, credit cards, PPE, test equipment, laptop, pager, etc. Provide proper and adequate communication to internal and external customers Provide estimated time of arrival to the customer where applicable Complete scheduled maintenance documentation properly and provide to the customer and local office upon completion of each designated assignment Strive to provide all customers a "first time fix" for their equipment Maintain customer satisfaction rates according to company guidelines Attend Customer Meetings as required Maximize productivity by combining service opportunities Complete all work in an efficient and timely manner Capable of making technical and commercial decisions under pressure Properly evaluate site and equipment for appropriate billing status Maintain productive utilization rate according to company guidelines Perform inventory cycle counts according to company guidelines Adhere to company dress code and safety regulations Meet or exceed on‑site response time requirements for each customer Understand and comply with company startup/escalation processes and procedures Maintain proper and adequate level of internal communications Managers, co‑workers, Support Services, electronic communications, etc. Perform several work related tasks Qualifications High School Diploma or G.E.D. equivalent HVAC – Certificate Program degree or equivalent experience in the field Six years military experience in a related field Equivalent industry experience with EPA refrigerant license Basic electrical knowledge Interpersonal skills Professional Reliable Team player Familiarity with electrical / electronic test equipment and fundamentals Must be able to read and interpret electrical line diagrams and blueprints Working knowledge of OHM's law and HVAC theory Technical skills Ability to make basic site evaluation skills to include: environmental temperature, and general operating conditions Elementary fix/repair techniques based on directed supervision Capable of completing tasks and return unit to full operating conditions based upon directed supervision Ability to summarize and report all work related tasks performed Strong skill sets: communication skills, customer service skills, troubleshooting skills, safety procedures, organizational and planning skills, computer skills, mechanical aptitude Physical & Environmental Demands Must regularly stand, walk, use hands and fingers, handle or feel objects, tools, or other components; reach with hands and arms; stoop, kneel, crouch, or crawl; talk, hear and smell. Must frequently sit and climb or balance. Specific vision abilities required include close vision, distant vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Frequent driving (car, van, truck). Must be able to consistently lift up to 50 pounds and occasionally up to 75 pounds. Extreme cold (below 32°F) Extreme heat (above 100°F) Noise level (medium/high requiring shouting to be heard) Working around moving machinery (fork-lifts, tractors) Protective equipment required (earplugs, gloves, eyewear, respirator, mask, etc.) Work outdoors (no effective protection from weather) Travel required. Flexible schedules (weekends, evenings, and holidays). May have on‑call responsibility. Valid driver’s license. Must be at least 18 years old. Equal Opportunity Employer Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status, marital status, sexual orientation, gender identity/expression, genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to View email address on click.appcast.io. #J-18808-Ljbffr