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.
