Service Technical Support IX
Brief Job Description
The Senior Technical Support Analyst is responsible for providing advanced technical support, leading complex incident resolution, mentoring junior analysts, and acting as a technical escalation point. This role bridges frontline support and engineering, ensuring high service quality, customer satisfaction, and continuous improvement of support processes.Responsibilities
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- Serve as the highest-level escalation point for complex technical issues
- Diagnose, troubleshoot, and resolve advanced hardware, software, and network problems
- Helps the consultant in root cause analysis (RCA) and contribute to long-term corrective and preventive actions
- Support critical incidents, outages, and high-impact customer cases
- Collaborate closely with Engineering, Product, QA, and Operations teams
- Create, review, and maintain technical documentation, knowledge base articles, and runbooks
- Mentor and coach junior and mid-level support analysts
- Identify recurring issues and propose process, tooling, or product improvements
- Support change management, upgrades, and new technology rollouts
- Participate in on-call rotations and provide support outside standard business hours when required
- Contribute technical input to service reviews, audits, and customer meetingsProvide technical support to customers and Vertiv service teams through specialized consultations with technical libraries, Vertiv factories, and suppliers related to Thermal Management segment products.
- • Know and use dedicated Vertiv communication channels (e-mail, LIFE, SharePoint, and 0800), follow service protocols, and provide detailed technical responses about installed equipment.
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• Participate in regional technical forums, interact with other business units in English, and manufacturing centers in the search for technical support.
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• Remotely support Service Partners in the installation and maintenance of Vertiv products.
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• Receive product and software training and courses.
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• Validate part numbers and their descriptions for commercial projects and Vertiv retrofits.
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• Perform remote technical analysis based on Vertiv documentation and regional standards.
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• Provide suggestions for updating the TKO and other Vertiv libraries based on queries received from customers and Vertiv service teams.
Qualifications
- Technical, Technologist, or Professional education in Mechanical Engineering, HVAC, Refrigeration, or related fields (completed or in final stage).
- More than 5 years of experience in HVAC technical support, field service, or commissioning.
- Strong knowledge of:
- HVAC and refrigeration principles
- Compressors (scroll, screw, reciprocating)
- Controls, sensors, and variable frequency drives (VFDs)
- Electrical and mechanical troubleshooting
- Intermediate English proficiency (reading, writing, and speaking).
- Experience working with ticketing systems.
- Ability to read and interpret technical documentation.
Soft Skill Preferred
- Strong analytical and problem-solving skills
- Clear and professional technical communication
- Customer-focused mindset with strong ownership
- Ability to work under pressure in critical environments
- Team-oriented with mentoring capability
Physical & Environmental Demands
- Office work environment and some exposure to manufacturing and lab environment which would require the use of personal protection equipment.
Time Travel Required
- 15%