EOC Operator

POSITION SUMMARY

The Vertiv Service business is designed to provide full life-cycle service support for our customers and as such is a core part of the Vertiv market offering. Management Systems, within the Service package is a key component of Vertiv portfolio, that will be primarily composed by

• On premises and Cloud monitoring solutions.
• On premises HW to collect and send the information to the remote monitoring platforms
• Remote Services

For the ongoing success of the service business it is essential to have the capabilities to develop at EMEA level some requirements to fulfill the specifications of our customers and to provide to the Remote Services organization the information to optimize their activity and improve the remote service portfolio being a clear differentiation of Vertiv Services.

The role of an EOC operator will be part of the remote service team as part of the Management Systems operations organization.

Interactions with:

• Presales and Professional services
• Management system Engineering
• Other colleagues in same positions, experts and coordinators
• Customer engineers
• Third party companies
• Customers

He/she will serve as the centralized point of contact for Vertiv Services customers and engineers and potentially dispatches Vertiv Customers Engineers. Records call information and maintains status. Records engineer information and maintains status. Processes remote monitor alarms. The associate will deal with customers, customer engineers, field and corporate office associates

RESPONSIBILITIES

• Monitor customer devices in Hosting (CSP, VCI, Environet Connect, CBM)
• Dispatch customer engineers to sites when required
• Produce visibility reports of customer devices
• Provide support of DC, thermal, AC, Monitoring and communications
• Attend customer service calls through Genesys Cloud

QUALIFICATIONS

• Experience in DC, AC or thermal
• FP in electrical or communications or university degree
• Fluent English level  
•  

PHYSICAL & ENVIRONMENTAL DEMANDS

• Working on shifts, weekly ncluding national holidays.
• Weekends on call
• Afternoon and night shifts in remote

TIME TRAVEL REQUIRED

• Travel required – approximately 5%