Supervisor Service Technical Support

Brief Job Description: 

The Supervisor of Service Technical Support oversees technical assistance, troubleshooting, and support for monitoring solutions. This role involves providing on-site and remote technical support, leading customer meetings, and driving root cause investigations. The supervisor also contributes to documentation, process improvement, and training development while ensuring compliance with safety and security protocols.

Key qualifications include experience in technical support, data center environments, and monitoring/BMS systems. Strong troubleshooting skills, knowledge of networking protocols, and proficiency in Office 365 are essential. The role requires effective communication, problem-solving, and the ability to manage multiple tasks in a fast-paced, reactive environment. Travel may be required for emergencies and on-call availability is expected.

Responsibilities and Measurement Criteria with Time investment Needed on Each: 

(This will describe the overall core responsibilities of the role, decision making responsibilities etc.)

Technical Support

• Provide Technical Assistance
• Self-deploy for on-site Technical Assistance as required with minimal supervision
• Model and enforce Vertiv safety and security guidelines at all times
• Lead customer meetings as directed
• Lead root cause investigations
• Proactively identify possible future issues and coordinate with the appropriate departments to reduce and/or remove impact

Sustaining

• Lead development of software-related documentation
• Provide support and documentation to SWE's, internal and external customers.
• Document and submit enhancements as collected from internal/external customers

Projects

• Participate in review, Alpha/Beta testing, UAT and validation of solutions for Remote Monitoring solutions
• Participate in customer trials
• Participate in development of departmental procedures/guidelines
• Participate in development and validation of procedures for monitoring offerings
• Participate in DRB and Stakeholder meetings
• Create and deliver training content as assigned

Administration

• Document cases for tracking and reporting purposes
• Manage intercompany relationships and processes for product support and development.
• Work with the Remote Monitoring Support leadership to define and develop methods and procedures. Institute best practices and ensure the procedures are enforced.
• Work closely with the Remote Monitoring and Life Services Manager to ensure understanding and communication of the scope, schedule, and resource allocation.
• Monitor team schedules and ensure coordination of activities on the critical path. Must have ability to communicate effectively, including conducting effective meetings and presentations.
• Comply with all necessary policies/guidelines regarding the general business activity.
• Maintain the communication conduit with upper management to ensure coordination with peers on all activities.

Continuous Improvement

• Ability to quickly learn new technologies and tools and apply this knowledge to products, processes and customer environments.
• Multi-task in a fast-paced environment and successfully achieve deadlines as required
• Attend new product and self-development training classes.
• Stay familiar with new products/environments that may affect product operation to include new revisions, updates, upgrades, etc.

Qualifications:

Required/ Minimum Qualifications: -

• Polytechnic, Electrical, Electronics or relevant field preferred
• Excellent English (written and spoken), strong verbal and written communication skills
• Experience working with interdepartmental teams to resolve end-user problems

Minimum 2 years in one or more of the following: -

• BAS/BMS systems
• Electronic Monitoring systems
• Protocols and integration
• Computer-based networks
• Basic Database Knowledge
• Basic Software Knowledge
• Technical support

Additional / Preferred Qualifications: -

• Strong troubleshooting and documentation skills
• Knowledge of Operating Systems, Software Architecture, Software dependencies, APIs
• Proficiency in Office 365
• Understanding of Data Communications (network devices, LANs, WANs, VPNs, RDP)
• Familiarity with protocols: Modbus, RS232, RS422, RS485, ARC net, BACnet, SNMP
• Basic understanding of SQL languages and browser troubleshooting tools
• Strong organizational and time management skills
• Analytical and problem-solving abilities
• Positive attitude and flexibility in a fast-changing environment
• Ability to manage multiple tasks/projects simultaneously
• Professional interaction at all organizational levels
• Detail-oriented, conscientious, and self-motivated
• Ability to work independently without direct supervision

Physical & Environmental Requirements: -(To be used majorly for manufacturing jobs.)

• None

Time Travel Needed: -

• 10 %