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

Projects

Administration

Continuous Improvement

Qualifications :

Required / Minimum Qualifications : -

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

Additional / Preferred Qualifications : -

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

Time Travel Needed : -