Customer Engineer - Industrial Cooling

Sacramento, CA

Industry: Technical Job Number: 6556

Our Client is the world' s leading supplier of computer support systems, precision air conditioning and power protection systems. The company has more than eleven manufacturing facilities along with a worldwide network of sales offices, distributors and service centers covering more than 100 countries. They are a Fortune 100 company  with over 140, 000 employees and annual sales of over $24 billion.

 

POSITION Description:

A Customer Engineer is responsible for installation, commissioning, scheduled and emergency service on cooling products serviced by the company commensurate with appropriate certification.  The CE is required to establish, promote and maintain excellent rapport with all customers, co-workers, sales representatives and others as appropriate.  The CE is also required to maintain continuous communication with CRC, 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

 

TECHNICAL

·         Render on site and phone assistance to customers.

·         Communicate with appropriate Technical Support on equipment issues

·         Perform work related tasks according to company guidelines for scheduled maintenance

·         Implement Field Change Notices (FCN) 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

·         Time cards, expense reports, mileage reports, ticket closure, forms et al.

·         Maintain individual inventory in accordance with company policy

·         Provide estimated time of arrival to the Customer Resolution Center (CRC) where applicable

·         Maintain company property according to company policies

·         Vehicle, credit cards, PPE, test equipment, laptop, pager, cell phone, et al.

 

CUSTOMER SATISFACTION

·         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

 

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

·         Understand and comply with company startup/escalation processes and procedures

·         Maintain proper and adequate level of internal communications to  Managers, co-workers, Support Services, electronic communications, et al.

 

MINIMUM QUALIFICATIONS:

•                    Required education

o   Must have High School Diploma or a accredited GED

o   1-2 years HVAC Diploma or Technical School Degree

o   EPA 608 refrigerant license – Level 2 or Universal

•                    Required experience (one of the following)

o   3-5 years relevant industry/commercial experience

o   Six years military experience in a related field plus 1 year of Uninterruptible Power Supply cooling experience

•                    Interpersonal Skills

o   Professional

o   Reliable

o   Team Player

•                    Must be proficient with electrical / electronic test equipment and fundamentals

•                    Must be proficient in reading and interpreting electrical line diagrams and blueprints

•                    Technical skills

o   Ability to make in depth site evaluations.  Skills to include: environmental temperature and general operating conditions

o   Independently perform fix/repair techniques based on knowledge

o   Ability to demonstrate proper brazing techniques

o   Capable of completing tasks and return unit to full operating conditions

o   Ability to summarize and report all work related tasks performed

•                    Strong skill sets:

o   Communication skills

o   Customer service skills

o   Troubleshooting skills

o   Safety procedures

o   Organizational and planning skills

o   Computer skills

o   Mechanical aptitude

 

WORKING CONDITIONS:

·         Travel is required

·         Flexible schedules (weekends, evenings, and holidays)

·         Valid driver’ s license

 

 

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