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UPS Customer Engineer
About Vertiv
At Vertiv, we’re on a mission to empower the people who will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI, we design, manufacture, and service the products and solutions that keep the world connected. With $5 billion in sales, a strong customer base, and a global reach spanning nearly 70 countries, we’re uniquely positioned to deliver greater value to our customers and create new opportunities for our people.
Role: UPS Customer Service Engineer
As a Vertiv UPS Customer Service Engineer, you’ll play a critical role in maintaining and enhancing the reliability of mission-critical infrastructure. Your responsibilities span both technical support and customer relationships, ensuring seamless operations across various systems.
Primary Responsibilities
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Technical Support & Maintenance:
- Conduct planned routine maintenance for UPS (Uninterruptible Power Supplies), associated battery systems, emergency lighting, power distribution (STS), and site monitoring equipment.
- Perform system commissioning, startup, load bank tests, and site acceptance testing.
- Carry out fault finding, investigations, and rectification—both as part of planned repairs and callout activities in emergencies.
- Provide on-site customer familiarization training to enhance operational knowledge.
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Emergency Response & Callouts:
- Be included on the UPS callout rota, providing 24/7 emergency response to critical incidents.
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Customer & Stakeholder Relations:
- Establish, promote, and maintain excellent rapport with customers, sales teams, distributors, and wider industry experts.
- Foster open communication with the Vertiv service management team to align activities with business objectives.
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- Travel & Operations:
- Undertake extensive travel to diverse customer sites, often in varying locations.
What Will Make You Successful?
Technical & Professional Requirements
- Experience: Prior work in a field operations role, ideally within electrical/electronic engineering or similar technical domains.
- Qualifications: A HNC/HND in Electrical/Electronic Engineering—or equivalent experience working with UPS, emergency lighting, and battery systems.
- Specialised Knowledge:
- Understanding of mission-critical infrastructure and environments.
- Proficiency in fault-finding and rectification, including interpreting electrical circuit diagrams.
- Communication Skills:
- Ability to effectively communicate technical information (both written and verbal).
- Strong customer service skills, with a focus on personalised, prompt solutions.
- Organisational & Project Management:
- Skill in multitasking, prioritisation, and coordinating with teams to meet deadlines.
- Adaptability to handle stressful situations and resolve conflicts under pressure.
- Technical Advantages:
- Knowledge of IT systems, communication protocols, and firmware flashing.
- Use of diagnostic tools and troubleshooting methodologies.
Soft Skills & Mindset
- Core Behaviours (Vertiv’s expectations):
- Professionalism: Demonstrated via cooperation, courtesy, and assertiveness.
- Self-Motivation: Proven ability to drive results independently.
- Customer Focus: Prioritising needs and delivering exceptional service.
- Conflict Resolution: Ability to de-escalate issues and maintain productivity.
- Diversity & Inclusion: Commitment to fostering a collaborative environment.
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Logistical Requirements
- Licensing: A full driving license is essential due to extensive travel demands.
Why Join Vertiv?
Join a dynamic team that powers the future—literally. At Vertiv, you’ll have the opportunity to:
- Contribute to mission-critical infrastructure that supports global industry and technology.
- Grow your career in a vibrant, innovative workspace with endless opportunities for development.
- Embrace Vertiv’s Core Principals & Behaviours, driving safety, integrity, and excellence at every turn.
Our Strategic Priorities: ✔ Customer Focus –Aligning solutions with customer needs. ✔ Operational Excellence – Maximising efficiency and reliability. ✔ High-Performance Culture –Encouraging accountability and urgency. ✔ Innovation –Pushing boundaries in technology and service. ✔ Financial Strength –Ensuring sustainable growth and success.
Take the Next Step
Shape the future—apply now! Let’s build something game-changing together.
Core Principals & Behaviours Alignment: Vertiv expects the successful candidate to embody our values:
- Safety | Integrity | Respect | Teamwork | Diversity & Inclusion
Embrace these principles to amplify our cultural impact, drive productivity, and achieve strategic goals.
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