Site Support Specialist

POSITION SUMMARY

Provide customer onsite support for all preventative and remedial maintenance services. Schedule manpower and equipment to maximize productivity. Manage all test equipment, safety equipment, tools, and inventory. Assist with the processing of orders, opening of projects, and management of backlog as required. Provide technical and execution strategy support to the sales team to help insure proper quoting of future projects. Position is mentally demanding, requiring coordination of many activities at once. Provide other assistance to site leads and execution managers as directed.

RESPONSIBILITIES

• Ensure seamless coordination of Vertiv Services execution and onsite operations with direct communication and daily Customer interface for overall service satisfaction and relationship.
• Coordinate planning and scheduling of all onsite Customer Engineers and Vendor Service Partners within the designated site, including preventative maintenance, remedial or emergency maintenance, warranty, batteries replacements, and start-up services.
• Onsite emergency service escalation and triage (in coordination with the CRC)
• Manage all Services to ensure on time completion and contract compliance for all equipment onsite including (but not limited to) thermal, power, monitoring, and other Vertiv contracted equipment. 
  • Maintains a master schedule of all CE’s daily service activity/events on the Managers Board.
  • Ensure quality oriented and timely PM completions, Start-ups, and all other service calls.
  • Assist Customer Engineer with uploading Service Reports, adding customer notes, and updating customer/site info.
  • Manage LVO and Vendor Partner Service Requests, job completion, reporting, and access.
  • Prepare and maintain weekend work calendar/duty tech schedule as needed.
  • Power District Operations Coordinators also assist scheduling of load banking (requirements, ordering, pickup & delivery) and test equipment.
• Ensure data integrity: maintain master equipment list and manage the site activation/cancellation activity for new and pending contracts.
• Provide Warranty Support: FCN/FDS/RCAR scheduling and reporting as required.
• Assist with Parts Management including ordering, storage, replenishment, shipping/receiving, and CE inventory.
• Provide physical tags to SP to attach to new equipment.
• Assist with onsite tasks including identifying and reporting “Good Catch” Safety concerns, manage lift rentals, refrigerant tracking/reporting.
• Other Duties as assigned.

QUALIFICATIONS

• Associates degree or equivalent experience
• 3-5 years of experience
• Excellent communication skills, both written and verbal
• Excellent customer service skills
• Detail-oriented
• Proficient in MS Office
• Ability to work and multi-task in a fast paced environment
• Ability to use general office equipment
• Ability to use a personal computer and job-related software

TIME TRAVEL REQUIRED

• Minimal