Field Service VII, Power

Customer Engineer – Power

Job Summary

The Customer Engineer – Power is responsible for supporting the Global Service Team in delivering Vertiv's service commitments and meeting customer Service Level Agreements (SLAs). The role serves as the primary field service representative, providing technical support, maintenance, troubleshooting, commissioning, and emergency response for Vertiv Power systems while ensuring the highest standards of safety, quality, and customer satisfaction.

Key Responsibilities

• Report to the Service Centre Assistant Manager and support the delivery of Vertiv's service commitments and customer SLAs.
• Perform preventive and corrective maintenance, start-up, testing, commissioning, troubleshooting, repair, and retrofit activities for Vertiv Power systems, including both hardware and software.
• Diagnose equipment faults and provide timely, effective technical solutions to minimize customer downtime.
• Support cost evaluation and preparation of Time & Material repair quotations while ensuring cost-effective service execution.
• Deliver professional, high-quality customer service that reflects Vertiv's global service standards.
• Develop and maintain technical knowledge of third-party equipment covered under Vertiv service contracts.
• Respond promptly to emergency breakdown calls and complete all necessary follow-up repair activities.
• Perform routine servicing, inspections, operational checks, data collection, and preventive maintenance activities in accordance with customer SLAs.
• Prepare accurate service reports, maintenance records, and technical documentation upon completion of each assignment.
• Participate in the 24/7 emergency on-call rotation and provide field support as assigned.
• Travel throughout Peninsular Malaysia and East Malaysia (Borneo) to support customer sites.
• Be available to work away from home for extended periods, including weekdays, weekends, public holidays, overtime, and emergency breakdown support when required.
• Strictly comply with Vertiv's safety policies, customer EHS requirements, and all applicable electrical safety procedures.
• Maintain high performance across the five core aspects of the role:
  • Technical Knowledge
  • Safety
  • Administration
  • Customer Satisfaction
  • Performance
• Build and maintain strong working relationships with customers and internal stakeholders through professional verbal and written communication.
• Continuously improve technical competency by attending training programs and obtaining relevant certifications.

Requirements Education

• Diploma, Advanced/Higher/Graduate Diploma, or Bachelor's Degree in Electrical Engineering, Computer Science, or an equivalent engineering discipline.

Experience

• Minimum 2–3 years of relevant working experience in the data center, critical infrastructure, or power systems industry.
• Hands-on experience in servicing, maintaining, repairing, and troubleshooting UPS systems.
• Experience in performing electrical audits within mission-critical facilities is an added advantage.
• Familiarity with battery systems, power distribution, switchgear, and related electrical equipment is preferred.

Technical Competencies

• Strong troubleshooting and fault diagnosis skills.
• Ability to prepare clear technical reports and service documentation.
• Good understanding of electrical systems and mission-critical infrastructure.
• Computer literate with strong knowledge of Microsoft Windows and Microsoft Office applications.

Personal Competencies

• Excellent analytical and problem-solving abilities.
• Strong organizational and time management skills with the ability to manage multiple assignments simultaneously.
• Self-motivated, proactive, and capable of working independently with minimal supervision.
• High attention to detail and commitment to quality.
• Professional appearance with excellent customer service skills.
• Strong verbal and written communication skills.
• Ability to establish effective working relationships with customers and colleagues at all organizational levels.
• Flexible and adaptable in a fast-paced working environment.
• Punctual, responsible, and safety-conscious.

Additional Requirements

• Willing to travel extensively throughout Malaysia.
• Willing to work overtime, weekends, public holidays, and participate in emergency standby/on-call rotations.
• Possess a valid driving licence.
• Demonstrate a strong commitment to workplace safety, including compliance with all safety procedures, electrical regulations, and customer EHS requirements.

Time Travel Needed: 

• 90%