Technical Support - HVAC

Job Description

Description

Provide support for Local Vertiv Offices (LVO's) through tracking, documenting, reviewing and coordinating bid opportunities with the sales representatives and external customers (all bidders/contractors).

• Provide customized submittal packages on Thermal Management products requested by the sales representatives and/or customers
• Perform bid reviews on different FTP, builders exchange or contractor sites to search for Thermal Management product leads and opportunities
• Perform daily customer engagement through calls and emails on tracking the status of the bids-to-quotes-to-orders transactions while identifying the results (won/lost/abandoned/cancelled) and reasons.
• Perform tracking, documenting and coordinating bid opportunities with the sales representatives and external
• customers (all bidders/contractors)
• Identifies customer needs through communication and probing.
• Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time.
• Assists customers in handling, servicing, follow-up, communication and closure of issues.
• Completes workload on time. Monitors if transactions are processed in a timely manner.
• Implements error-proofing method to ensure all transactions done are accurately.
• Participates in conferences calls, meetings and discussions with customers.

• Bachelor's degree in mechanical engineering or any HVAC-R equivalent
• Refrigeration, electrical, and HVAC background or related technical degree.
• 1-2 years of HVAC-R experience
• 1-2 years of customer service and sales technical support experience
• At least 18 months as Associate Engineer (Technical Support) with the team
• Thorough knowledge of refrigeration and air-conditioning basics
• Knowledgeable in interpreting Mechanical drawings and specifications
• Knowledge on Adobe Acrobat Professional and Microsoft Excel and other MS Office applications
• Can communicate clearly using the English language in both written and oral form
• Knowledge on data center operation
• Good analytical and mathematical skills
• Excellent interpersonal and presentation skills
• Can work independently with minimal supervision
• Excellent time management and problem-solving skills
• Demonstrated industry, systems and process knowledge
• Culturally attuned to customers around the globe