Customer Service Associate

Position Summary A Cooling CE is responsible for installation, commissioning, scheduled and emergency service on Liebert Air products. The Cooling CE is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate. The Cooling CE is also required to 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 Technical 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 Safety Operate in a safe manner in accordance with published safety guidelines Must wear appropriate PPE as per company guidelines and 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. Administration Provide accurate and timely reporting according to company guidelines Timecards, expense reports, mileage reports, ticket closure, forms et al. Maintain individual inventory in accordance with company policy Maintain company property according to company policies Vehicle, credit cards, PPE, test equipment, laptop, pager, et al. Customer Satisfaction Provide proper and adequate communication to internal and external customers Provide estimated time of arrival to the customer for 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 Performance 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, et al. Perform several work-related tasks Capable of working under direct supervision or independently based upon training Maintain certifications per Job requirements Qualifications Required experience (one or more of the following) 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 While performing duties of the above jobs, the associate is regularly required to 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. The associate frequently is required to sit and climb or balance. Specific vision abilities required by this job 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*). Extreme heat (above 100*). Noise Level (Medium / High need to shout 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 is required. Flexible schedules (weekends, evenings, and holidays). May have on-call responsibility. Valid driver's license. Must be at least 18 years old. Notes: Vertiv will make reasonable accommodations whenever necessary for all qualified employees or candidates with disabilities (as defined by applicable law), provided that (1) the individual is otherwise qualified to safely perform the essential functions of the job and (2) such accommodations due not impose an undue hardship. Work Authorization Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire. The Vertiv Opportunity The successful candidate will embrace Vertiv's Core Principles & Behaviors to help execute our Strategic Priorities. Our Core Principles: Safety | Integrity | Respect | Teamwork | Inclusion. Our Strategic Priorities: High-Performance Culture; Customer Focus; Operational Excellence; Innovation; Financial Strength. Vertiv Behaviors: Own it; Act with urgency; Foster a customer-first mindset; Think big and execute; Lead by example; Drive continuous improvement; Learn and seek out development; Promote transparent & open communication. About Vertiv Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers' vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today's data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more. 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 (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), 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