EOC Operator

What characterizes our corporation in essence?

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 an  EOC Operator  to join our team in  Madrid, Spain

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 specs 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 a EOC operator will be part of the remote service team as part of the Management Systems operations organization. He/she will serve as the centralized point of contact for Emerson 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.

What kind of work will you be doing?    

• Conduct the call handling and dispatch process:
• Managing alarms on different monitoring stations;
• Register and manage the different actions performed; 
• Enter site and equipment information into the SMS systems.
• Perform remote battery test and battery status reports.
• Prepare periodically activity reports for customers.
• Intermediate between end customer, channel, distributors and internal departments to ensure the high service level committed.
• Warranty analysis for swap or replacement. 
• Maintain engineer contact information and status. Includes availability, whereabouts and contact information as provided by the customer engineer.
• Notify manager/supervisor/coordinator/senior customer service representatives if operating procedure cannot be followed.

What will make you successful?

• Intermediate technical degree student or administrative studies; 
• Good knowledge in MS Office;
• Good understanding of Vertiv´s product documentation system;
• Experience in the call center/ customer service industry will be considered advantage;
• Medium English is a must, additional EMEA languages is an advantage;
• Good analytical skills, flexible, opened minded and team player;
• Customer Centricity and excellent communication skills;
• Good Problem-Solving Skills;
• High tolerance to stress and a self-starter;
• Must be able to meet deliverables under aggressive time deadlines;
• Interviewing and listening skills- interact with individuals and groups about their needs and ask the right questions to surface essential requirements information;  
• Interpersonal skills- to negotiate and to resolve conflicts among project stakeholders.

Have we sparked your interest? If yes, then  YOU  are the person we are looking for Thus, feel free to apply and let's start drafting your future career in a healthy and growing environment.