Energy Operations Center Customer Support - 3 working shifts

Aplicanţi: 19

VERTIV, formerly known as Emerson Network Power is the world’s leading provider of critical infrastructure technologies and life cycle services for information and communications technology systems. With an expansive portfolio of intelligent, rapidly deployable hardware and software solutions for power, thermal and infrastructure management, Vertiv enables efficient, highly-available networks.

What we deliver
Hardware, software and services that are intelligent, resilient and rapidly deployable for: 

  • Data Centers
  • Communications Networks
  • Healthcare Facilities
  • Industrial Facilities

Out footprint in Cluj-Napoca
In Cluj Napoca, we are present since 2006. We work as a SHARED SERVICE center, acting as a proactive business partner which brings strategic value to the organization and provides best in class services at a competitive cost by:  

  • Developing a deep understanding and cohesion with its business units
  • Creating enough mass to provide consistency of service and allowing the ability to leverage people & expertise
  • Creating centers of excellence with specific skill sets
  • Focusing on continuous improvement and a performance management-oriented mindset 
  • Providing a career vision for its employees

For more information, please access the link below:
https://www.vertivco.com/en-us/about/

Job summary:

Serves as the centralized point of contact for Vertiv Services customers and engineers. Assigns, pages and dispatches 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
 

Responsibilites:

  • 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 promised;
  • Warranty analysis for swap or replacement
  • Maintain engineer contact information and status. Includes availability, whereabouts and contact information as provided by the engineer.
  • Notify manager/supervisor/coordinator/senior customer service representatives if operating procedure cannot be followed- Maintaining and exceeding all Departmental Performance Index Standards
  • Other duties as assigned

Requirements:

  • FInal year student or graduate
  • Good knowledge in MS Office
  • Good understanding of Emerson’s product documentation system
  • Mib=nimum 1 year of experience in the call center/ customer service industry will be considered advantage
  • Excellent English is a must 
  • 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
  • Excellent organization skills
  • Available to work on 3 shifts and in weekends + legal holida - Available to travel 10% of your time in EMEA, passport is required