UPS Technical Manager

6 months ago

Bedford, United Kingdom Vertiv Full time

Who are we?

At Vertiv, we build products that keep critical technologies running 24/7. We are proud we were the first to protect mainframes with precision cooling systems. We were the first to introduce an integrated enclosure system to distributed networks. We help some of the largest names in the industry bring new capacity online faster and at a lower cost when search and social media increased demand for storage and computing. Our portfolio spans power, thermal and infrastructure management products, software and solutions, and is complemented by a network of nearly 250 service centers worldwide.

We are now looking for a colleague to join our team in Bedford, United Kingdom as an UPS Technical Manager.

 

Job overview:  As Technical Manager you will support the Engineering Manager with ownership of all aspects of service delivery across the customer base. You will manage a team of Field Service engineers and subsequently be responsible for the delivery and standard of the service they provide. You will encourage and promote service excellence at every opportunity. 

 

Your Core Responsibilities: 

  • To manage a team of UPS Field Service engineers of varied capabilities and location.
  • To have a good understanding of the competitor’s equipment currently under contract.
  • Build client relationships and ensure they are fully supported.
  • Promote the company image on site by providing a professional service to customers.
  • Provide 1st line technical support to customers and field engineers.
  • Provide technical guidance and support to customer support (CSO), projects and scheduling teams.
  • Take ownership and management of ECO situations and drive for successful closure.
  • Provide technical reporting, including drafting of customer RCA and incident investigation reporting.
  • When necessary, assist with planned maintenance visits, breakdowns, any subsequent repair or return visits and commissioning of new equipment.
  • You may be required to complete site acceptance testing or customer equipment familiarity training.
  • Participate in the UPS Duty Manager rota to provide managerial out of hours support.
  • Ensure UPS callout rotas are correctly staffed and supported throughout the year 24/7.
  • Oversee your team’s training requirements and update training, experience and grading matrix. 
  • Provide engineer refresher training or on-site mentoring to develop your team’s skills and experience.
  • Evaluate employee performance and motivate to achieve peak productivity.
  • Identify opportunities for equipment, maintenance contracts and replacement UPS, Battery and Capacitor sales including multi discipline equipment.
  • To supervise the Calibration and PAT testing programs. 
  • To identify and evaluate necessary tooling, PPE and test equipment requirements for your team.
  • To appropriately and professional respond to all requests for assistance.
  • Manage your team’s engineering accreditations and renewals; ECS, First Aid training etc.
  • Timely and accurate completion of all engineers & company administration documents. Including Timesheets, expenses etc.

 

In order to be successful in this role you will need to have:

  • 5 years’ experience as a UPS Field Service engineer.
  • 10 years in the Electrical/Electronic Industry or similar.
  • Strong focus on customer satisfaction and long-term customer relation building. 
  • HNC /HND in Electrical/Electronic engineering or equivalent.
  • Excellent written and verbal communications.
  • Excellent organizational and time management skills.
  • Self-motivated and capable of operating with minimal supervision.
  • Ability to successfully interface with various departments and personnel in potentially stressful situations.
  • A recognized team leader and strong communicator.

 

If  YOU  are ready to contribute to a thriving and evolving environment, seize the opportunity and apply now Let's shape your future career together at Vertiv.

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