Job Description

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Job Title: Application Engineering Analyst

Job Grade: P01

Assignment Category: Application Engineering

Function (Department): Sales

Has Direct Reports (Yes or No) No

Job Summary

To provide technical support through customizing submittal documents, and searching, tracking and processing Thermal

Management sales opportunities that will allow the sales representatives to close business quickly and supply their

customers with the most accurate equipment selections and solutions for their applications, based on plans,

specifications and design conditions. Provide support for North Americas and Canada sales team through tracking,

documenting, reviewing and coordinating bid opportunities with the sales representatives and external customers (all

bidders/contractors).

KRA 1: Functional Expertise

Definition: The core duty of the individual that

demonstrates and effectively applies depth and

breadth of knowledge and skill in a technical or

functional area in observable and measurable terms.

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)

KRA 2: Customer Commitment

Definition: Value-adding activities to provide

insightful interface, improved relationships and

committed partnership with and for the customers.

Successful delivery of this KRA is determined from

the perspective of the customer in relation to

business results.

Identifies customer needs through

communication and probing.

Creates solutions to customer problems.

Provide sound recommendations for their

queries. Provides resolutions for 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.

Implement error-proofing method to ensure

all transactions done are accurately.

Participates in conferences calls, meetings

and discussions with customers.

Adheres to shift schedules and attendance

expectations to ensure consistent support to

customers and a balanced workload for

peers.

Coordinates with other teams/support to

complete the request of customers.

Monitors team service level and assist in

workload distribution

Conducts team/functional/business

overview presentations during counterpart

visits as required by team lead/supervisor.

Assist colleagues in answering general

inquiries from customers

KRA 3: Internal Communication

Definition: Effective use of communication and

information sharing using the appropriate

channels/medium. Provides activities that allow

exchange and relay of opinions and insights

necessary in the conduct of business.

Records and submits periodic transaction

records, log sheets and/or trackers.

Plans, executes and manages own workload

and projects in cooperation with line

leaders.

Assists in leading team meetings, huddles

and information cascades. Communicates

with the team on best practices, lessons

learned, process and product updates

during team huddles/meetings

Manages team common mailboxes and

delegates tasks to colleagues

Gathers data, analyses trends, generates

and submits reports to line leaders with

recommendations.

Uses effective communication tools like flow

charts, process flows, diagrams, etc. to

effectively communicate products and

processes, convey information and respond

to queries/requests coming from different

levels.

Perform special projects and reports for

internal and external customers

KRA 4: Continuous Improvement

Definition: An ongoing effort to improve products,

services, or processes, and the integration of these

improvements to standard processes and protocols -

can be applied in a micro (Individual improvement)

or macro (organization-wide) level.

Identifies problems areas and sources, offers

possible solutions and escalates to line

leaders/seniors when necessary.

Completes personal individual development

plan and implements agreed

training/development activities.

Assists the team lead in identifying team

opportunities and challenges. Provide sound

recommendations to line leaders and/or

stakeholders by translating, enhancing and

consolidating information into forms that

can be used for decision making of the top

management.

Performs quality checks and provides quality

feedback/recommendations to peers.

Support projects related to quality

improvement (such as Think Customer,

QMS, etc.)

KRA 5: Team Support and Development

Definition: Individual contribution to further team

effectiveness and development towards better

efficiency, productivity, support quality and quality

of work life.

Actively participates in team activities and

initiatives.

Fulfil other reasonable duties and projects

as required.

Serves as back-up for next level similar or

related function for business continuity.

Serves as point-of-escalation for productspecific

technical/procedural queries from

peers and junior members.

Provides work direction and guidance to

junior employees when needed.

Conducts product/process/functional

training/s.

Assists in creating a training plan for new

hires.

Manages/handles at least 1

company/platform/business unit

project/initiative.

Coordinates and networks with other

members of the team to complete assigned

projects and programs.

Participates in cross-business unit

committees as a contributor.

Requirements

Bachelor's degree in mechanical engineering or any HVAC-R equivalent
Refrigeration, electrical, and HVAC background or related technical degree.
1 year of HVAC-R experience
1 year 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 of 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 of 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

Competencies

Working in Teams

Building and Maintaining Relationships
Communicating Effectively
Analysis, Solving Problems and Making Decisions
Customer Focus
Demonstrate Ethics and Integrity (and Trust)
Drive and Sense of Urgency

About The Team

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity 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.