Customer Engineer - Power, NSW

Position Summary/Objectives of Incumbent:

The purpose of this position is to carry out service of equipment, after hours service, commissioning and service contracts as planned and directed by the Service Operations Manager and Service Supervisor – Power.

Key Responsibilities

Planning & Reporting:

• Ensure that service reports, expense claims and any other reports required by Management are completed and submitted by the due date.
• Time Sheets must be filled out correctly (ie, accurately record of hours worked, and all call out and response times) and submitted to the Operations Manager or Service Supervisor – Power by the due date each week.  A Doctor’s Certificate must be supplied for any more than two days absence from work due to illness/injury.
• Field Service Reports are to be completed for every service call made.  These reports MUST also be signed by the customer whether the work is chargeable or not.  All items used on a job, whether Liebert spares or consumables must be detailed on the FSR.

Operational Delivery:

• Carry out commissioning, service contract maintenance and after-hours service commitments in a professional, efficient manner, and achieve a high level of service to our clients within the restraints of time, expense and profitability.
• Maintain proper levels of relationships between the Company and our customers, by ensuring all complaints are reported promptly so that remedial action can be taken.
• Ensure that a level of competence is maintained to adequately handle the degree of technology required by application to training available and personal updating.
• At all times ensure that your Company vehicle, personal dress and appearance are presentable within the restraints of the work to be carried out, the Company policy is well understood and that Company business is carried out in an efficient and professional manner.
• Spare Parts Van stock requisitions must be filled out when stock is required to maintain accurate records of stock in service vans and store.

Continuous Improvement:

• To be aware at all times of both Sales & Service opportunities for the Company, and to report any such opportunities to Management.
• To ensure that the Sales Department is made aware of all new sales opportunities and prospects, and to work closely with them in achieving this business.

WHS, Environment & Quality:

• Comply with all Work, Health & Safety, Environment and Quality obligations
• Actively promote safety in the workplace

Daily work duties and expectations

• Driver's License is required (may involve visit to remote sites)
• Overnight or longer trips may be required.
• Unaccompanied (Lone worker) 
• After-hours work and being on an On-Call Roster are needed.
• Attending customer Service calls.
• Occasional use of ladders
• Working in tight and restricted locations.
• Working on and around Energized Electrical equipment.
• Lifting, carrying, relocating equipment and components (e.g. Batteries, tools and spare parts)

Main contacts within Company 

• Other Customer Engineers – Power
• Service Supervisor – Power
• Service Operations Manager
• Safety Manager
• Technical Support Team
• Sales Team
• Finance

Main contacts outside the Company    

• Customers
• Product Suppliers
• Contractors
• Vertiv Partners

Education/Qualification: 

• Electrical/Electronics Trade Certificate (ideally)
• Relevant State-based Electrical Licence

Specialist Knowledge:

• Commercial acumen
• Technical knowledge in data centres, telecom, commercial & industrial or similar industries

Practical Experience:

• Proven track record within the power industry as a service technician
• Proficiency in Microsoft Office

Personal Characteristics: 

• Excellent communication, inter-personal and problem-solving skills
• Learning agility
• Interpersonal skills
• Ability to work collaboratively in a team environment
• Ability to multitask and priorities workloads
• Negotiation & influencing skills
• Computer literacy at an intermediate level