Service Technical Support VIII Cluj-Napoca

Service Technical Support VIII
Cluj-Napoca
Cluj-Napoca, Cluj County, Romania

Who are we?

At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to
- changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected.   With $ billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.

We are now recruiting for a new Service Technical Support role in Cluj-Napoca, Romania!
As part of our team, you will work across the EMEA region, using your analytical skills and knowledge of software and hardware technology. Your role involves defining, testing, implementing, and modifying systems that integrate software and hardware, focusing on electrical, thermal management, and telecom components.

You'll be responsible for diagnosing and identifying hardware and software issues reported by our customers or sales division, and proposing solutions based on our internal procedures. This role emphasizes remote service delivery, where customer satisfaction, ownership, and achieving results are key priorities.

What kind of work will you be doing?
 

• Diagnose and troubleshoot software issues for Vertiv products (Cloud Service Portal, Vertiv Critical Insight, Environment Connect) reported by customers or field personnel.  
• Provide remote software support for monitoring platforms and technical assistance to customers or subcontractors, documenting and overseeing the entire process from start to finish.
• Prepare periodic technical reports for customers, including network audits.
• Assist sales and field agents with technical issues related to Vertiv’s hardware product solutions.
• Use your skills in troubleshooting to assist in the diagnosis and repair of networking, monitoring, operating systems, or database systems.
• Manage alarms and field force operations, ensure accurate case management, and provide excellent customer service in line with defined SLAs.
• Configure DC systems, thermal and energy systems, modems, routers, and PDUs.
• Integrate and oversee energy and thermal systems within advanced monitoring platforms.
• Act as a liaison between customers, channels, distributors, and internal departments to ensure high service levels.
• Collaborate with senior engineers to conduct tests in our laboratory, simulating and resolving customer incidents while preparing necessary documentation.
• Rapidly acquire new technologies and effectively apply this knowledge to our products and customer environments.
• Assist with customer engineering tasks such as commissioning, maintenance, and responding to emergency calls with support from senior engineers.

What will make you successful?

School Background: Polytechnical studies specializing in Electrical Engineering, Electronics, Telecommunications, Mechanical or Building Services, or relevant experience in the field.

• Good grasp of English both written and spoken
• Good writing and verbal communication skills
• Good organizational and time management skills
• Analytical and
  - solving abilities
• Possess a positive attitude and flexibility in a rapidly changing environment.
• Ability to manage multiple tasks simultaneously.
• Conscientious, accurate, detail oriented, and
  - motivated 
• Experience in any of the following areas is advantageous:
  • Customer interaction in a technical capacity
  • Direct involvement with hardware and/or software systems in data centers or other
    - availability environments
  • BAS/BMS or Electronic Monitoring systems
  • Familiarity with protocols,
    - based networks, database structures, and
    - level software architectures
  • General understanding of Uninterruptible Power Systems (UPS), DC and Cooling Systems, and telecom fundamentals

Physical & Environmental Requirements:

• You will be part of a department operating 24/7 to monitor and support critical infrastructure challenges for customers in Data Centers, Financial, Telecom, Governmental and Industrial sectors.
• You will work on three shifts across weekends and legal holidays within a flexible schedule.
  • 75% of work concentrated during regular business hours.  
  • Four-day workweeks when incorporating weekend shifts.
  • Periodic On-Call

Time Travel Needed:
•     Maximum of 10%

What will you get in return?

• 13th salary.
• Flexible Benefits - Edenred
• 10 additional days of annual leave because we care about your leisure time.
• Medical insurance because we care about your health.
• International exposure regarding the work you will be doing.
• Sabbatical leave to focus on a hobby, attend a
  - time course or simply take a break to introspect with your job guaranteed on return.
• Flexible working hours.
• Bookster.

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety, Integrity, Respect, Teamwork, Diversity & Inclusion.

OUR STRATEGIC PRIORITIES 
Customer Focus 
Operational Excellence 
High-Performance Culture 
Innovation 
Financial Strength

OUR 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