Service Support Specialist

Service Technical Support Specialist

Job Title Service Technical Support - Repairs centre Management Qualifications Required BE/Diploma in Electronics/Industrial Electronics/ Electronics & Telecommunications/ Electrical Experience required Product knowledge of UPS system, with experience in troubleshooting of PCB's , repair and installation of UPS systems , managed repair centre will be an added value, MIS reports generation. Years of Experience minimum  10 to 12 yrs Goal  KPI Customer Satisfaction 1. Ensure PTRS entries are completed in the system within 24 hours of PCB receipt at the repair center. 2. Provide weekly updates to partners on the status of repairs.   3. Monitor pending PTRS billing cases and ensure closure within 2 working days in coordination with the regional team.   4. Maintain an average repair TAT for partner repairs (PTRS) of less than 10 days from PCB receipt to DCC.   5. Maintain an average repair TAT for stock repairs of less than 15 days.   6. Maintain an average repair TAT of less than 7 days for ITA/ITA-2 (30/40 KVA).   7. Achieve inventory recovery greater than 80%.   Ensure all defective spares are properly tagged with required information, maintaining 100% accuracy.   Repair centre Management 1.  Ensure implementation of 5S practices at the repair center and conduct quarterly audits  2. Ensure 100% safety compliance among service center technicians.   3. Conduct monthly review meetings with the service center, ensuring 100% completion.   4. Ensure all action items from review meetings are closed within 5 working days.   5. Plan spares on a monthly basis for ITA/ITA-2 (30/40 KVA) repairs.   6. Perform monthly analysis of repeat PCB failures and implement corrective action plans.   7. Coordinate the transfer of defective spares from DHL stock to the repair center once every 15 days for repair.  

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

 

At Vertiv, we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design, manufacture and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. With $5 billion in sales, a strong customer base and global reach in nearly 70 countries, our move to establish a standalone business enables us to deliver greater value to our customers and create new opportunities for our people.

 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 help.join@vertivco.com. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers