Technical Support - HVAC

Description

To provide technical support through customizing submittal documents, and searching, tracking and processing Thermal Management sales opportunities that will allow the Vertiv 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 condition. 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).

Responsibilities

• 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.

Skills and Qualifications

• 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