Customer Engineer - Detroit, MI

Our organization specializes in the design, manufacturing, and servicing of essential infrastructure technologies crucial for data centers, communication networks, and various commercial and industrial settings. We proudly serve as a reliable service provider for over 70% of Fortune 500 companies, including leading data centers and cloud service providers.

Why Our Organization is Ideal for Field Service Professionals:

• We are recognized as a leader in Technology and Services, boasting a top-tier Customer Service and Safety culture.
• Our leadership team possesses extensive hands-on experience in Field Service across various industries.
• We prioritize the technical and leadership development of our employees.
• Training is conducted at our advanced Training Academy or Regional Training Center, emphasizing immersive, practical learning.
• We offer competitive benefits, including a company vehicle, smartphone, laptop, personal protective equipment (PPE), essential tools, a 401k plan, profit sharing, generous paid time off, and comprehensive medical, vision, and dental coverage.
• Our technical resources are abundant, featuring 24/7 Technical/Factory Support and online libraries with product documentation, work instructions, and troubleshooting guides.
• We are committed to fostering a strong work/life balance for all employees.
• We are an employer of choice for veterans with technical expertise.

The Customer Engineer (CE) plays a vital role in the installation, commissioning, and servicing of Small to Large UPS, Power Distribution Units, and Battery systems (ranging from 2-120KVA) as managed by our organization. This position requires building and maintaining excellent relationships with customers, colleagues, sales representatives, and other stakeholders.

RESPONSIBILITIES:

ROLE

• Execute service tasks as assigned, adhering to company policies and procedures.
• Work effectively under direct supervision or independently, depending on training completion.
• Provide on-site and phone support to customers.
• Collaborate with Technical Support on any technical or procedural matters.
• Implement Field Change Notices according to established guidelines.
• Stay updated on Safety Bulletins, Safety Field Change Notices, and Service Tips.

SAFETY

• Operate safely in accordance with established safety protocols.
• Maintain and operate the company vehicle in compliance with local laws and company policies.
• Wear appropriate PPE as required by company guidelines and job responsibilities.
• Follow work hours policy guidelines, including the “14 hours rule.”
• Complete all required safety training assignments on time.
• Comply with on-site customer safety requirements when applicable.
• Report any work-related accidents or injuries within 24 hours to the appropriate personnel.

ADMINISTRATION

• Complete administrative tasks accurately and promptly (e.g., timecards, expense reports, service request closures, service reports) in line with company guidelines.
• Manage individual inventory and conduct cycle counts as per company policy.
• Maintain company property (vehicle, credit cards, PPE, test equipment, laptop, etc.) according to company policies.

CUSTOMER SATISFACTION

• Ensure effective communication with both internal and external customers.
• Provide estimated arrival times to customers when applicable.
• Accurately document scheduled maintenance and share it with customers and local offices upon completion.
• Aim to achieve a “first time fix” for all customer equipment.
• Maintain customer satisfaction levels in accordance with company standards.
• Participate in customer meetings as required.

PERFORMANCE

• Enhance productivity by combining service opportunities.
• Complete all technical and administrative tasks efficiently and promptly.
• Make informed technical and commercial decisions under pressure.
• Assess site and equipment for appropriate billing status.
• Maintain a productive utilization rate as per company guidelines.
• Conduct inventory cycle counts in accordance with company policies.
• Adhere to the company dress code and safety regulations.
• Meet or exceed on-site response time expectations for each customer.
• Understand and follow company startup and escalation processes.
• Maintain effective internal communication.

QUALIFICATIONS

Experience (one or more of the following):

• Preferred: ASEET or AMEET, or progress towards it.
• 4+ years of military experience in a relevant technical field.
• 2+ years of pertinent industry experience.

Interpersonal and Administrative Skills:

• Communicate professionally and respectfully in both written and verbal forms.
• Effectively manage time by balancing technical and administrative tasks.
• Collaborate well with peers, customers, suppliers, and leadership.
• Complete administrative tasks (e.g., report writing, time entry, expense reporting, inventory counting) in a timely manner.

Technical Skills:

• Conduct basic site evaluations, including environmental temperature and general operating conditions.
• Familiarity with electrical and electronic testing equipment and fundamentals.
• Follow written technical documentation (e.g., procedures and product manuals) to perform service tasks.
• Utilize basic repair techniques under supervision.
• Complete service tasks and restore units to full operational status under guidance.
• Summarize and report all work-related tasks in both written and verbal formats.
• Proficient with personal computers and relevant applications (e.g., Microsoft Office, company software).

WORKING CONDITIONS:

• Travel is a requirement.
• Flexible scheduling, including weekends, evenings, and holidays.
• A valid driver’s license is necessary.
• Due to the safety-sensitive nature of this role, candidates must successfully pass a drug test prior to employment. Additionally, a pre-employment background check and motor vehicle records check will be required.

PHYSICAL REQUIREMENTS:

While performing the duties of this position, the associate is frequently required to stand, walk, use hands and fingers, handle or feel objects, tools, or components; reach with hands and arms; stoop, kneel, crouch, or crawl; talk, hear, and smell. The associate may also need to sit and climb or balance. Specific vision abilities required for this role include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The ability to consistently lift up to 50 pounds and occasionally up to 75 pounds is necessary.

Note: Our organization will provide reasonable accommodations for qualified employees or candidates with disabilities, as defined by applicable law, provided that (1) the individual is otherwise qualified to safely perform the essential functions of the job and (2) such accommodations do not impose an undue hardship.

The ideal candidate will embody our Core Principles and Behaviors to help achieve our Strategic Priorities.

OUR CORE PRINCIPLES: Safety, Integrity, Respect, Teamwork, Diversity & Inclusion.

OUR STRATEGIC PRIORITIES:

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS:

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development

Our organization provides the stability of a global leader in a growing industry along with the dynamic opportunities of a startup. We design, manufacture, and service essential infrastructure technologies for critical applications in data centers, communication networks, and commercial and industrial environments. With $5 billion in sales and a robust customer base across nearly 70 countries, our transition to a standalone business allows us to deliver enhanced value to our customers and create new opportunities for our team members.

We are an Equal Opportunity/Affirmative Action employer.

We are committed to providing equal opportunities in hiring, employment terms, mobility, training, compensation, and occupational health, without discrimination based on age, race, color, religion, creed, sex, pregnancy status, marital status, sexual orientation, gender identity/expression, genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.

Work Authorization:

No calls or agencies, please. Our organization will only employ individuals who are legally authorized to work in the United States. This position does not offer sponsorship. Candidates with temporary visas or those requiring sponsorship for work authorization now or in the future are not eligible for hire.