Senior Customer Engineer - Monitoring

RESPONSIBILITIES:

• Analyze incidents logically to determine feasible root causes and define proactive actions for quick resolution.
• Record all incidents related to monitoring products, analyze them, and identify the main root cause to establish a preventive plan.
• Collaborate with the regional technical team by providing detailed field information and taking ownership to lead meetings to obtain Root Cause Analysis Reports (RCAR) from the team.
• Monitor spare parts and requisition replenishments to maintain safety stock levels by monthly/quarterly.
• Execute preventive and corrective maintenance tasks, ensuring timely service reporting.
• Collaborate closely with the Service Engineers team to provide prompt assistance to customers in the event of equipment breakdown or defects.
• Prepare and deliver incident reports to customers promptly, including root cause analysis and action plans with clear timeframes. Collaborate with regional teams for additional support as needed.
• Organize all site reports in compliance with customer agreements.
• Strictly adhere to VERTIV's and customer's safety standards and policies.
• Take responsibility for delivering professional and quality services that meet customer expectations.
• Maintain a professional and customer-oriented approach, reflecting VERTIV's commitment to world-class quality service.
• Stay updated on the knowledge and application of company products/services.
• Continuously develop and enhance skills as a service professional through self-analysis, reading, benchmarking against industry standards, and practice.

REQUIREMENTS:

• Bachelor degree in Electrical, Electronic Engineering or related field
• At least 5 years' experience in of DCIM / Data center or Building Management System (BMS)
• Understanding of Monitoring, SCADA, DCIM, BMS, and related products.
• Proficiency in standard communication protocols such as SNMP, Modbus RTU, Modbus TCP/IP, BACnet, and others.
• Computer skills including MS Office, Windows/Linux OS, networking, and monitoring tools.
• Ability to troubleshoot and resolve technical issues.