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Thermal Technical Support Engineer

3 weeks ago

الرياض, Saudi Arabia Vertiv Full time

**Main activities**

ACCOUNTABILITIES
- Manage the technical support process for thermal management products to ensure high-quality service delivery.
- Identify and resolve customer issues related to thermal products, providing timely and effective solutions.

RESPONSIBILITIES AND DUTIES

**Technical Support**:Serve as the primary point of contact for customers requiring assistance with thermal management products, addressing inquiries and troubleshooting issues.

**Customer Relationship Management**:Build and maintain strong relationships with customers, ensuring their technical needs are met and enhancing customer loyalty.

**Product Training**:Support training programs for customers and internal teams to enhance their understanding of thermal products and solutions.

**Documentation**:Create and maintain technical documentation, including user manuals and troubleshooting guides, to support customer self-service.

**Performance Monitoring**:Track and analyze technical support metrics to assess service effectiveness and identify areas for improvement.

**Problem-Solving**:Proactively address technical challenges and work collaboratively with engineering teams to resolve complex issues, supervising field service activities of the partner’s engineers at the customer sites.

**Market Awareness**:Stay informed about industry trends, new technologies, and competitive products to provide informed recommendations to customers.

**Feedback Loop**:Gather customer feedback on product performance and relay insights to product development teams for continuous improvement.

**Compliance**:Ensure all support activities adhere to legal and compliance standards, collaborating with relevant departments as necessary.
- Serve as the primary technical point of contact for thermal management products in the Data Center environment.
- Provide expert guidance to customers on product features, functionalities, and best practices.
- Troubleshoot and resolve technical issues related to thermal products and systems, including cooling solutions and airflow management.
- Collaborate with engineering and product development teams to relay customer feedback and contribute to product enhancements.
- Conduct training sessions and workshops for internal teams and customers to improve product understanding and usage.
- Assist in the development of technical documentation, including user manuals, FAQs, and troubleshooting guides.
- Stay current with industry trends, technologies, and best practices related to thermal management in data centers.
- Participate in customer site visits and audits to assess thermal product performance and recommend solutions.Maintain accurate records of customer interactions and technical support activities.

**Education, Qualifications and Experience**

Essential
- Bachelor’s degree in Mechanical Engineering, Environmental Engineering, or a related field.
- ProBachelor’s degree in Mechanical Engineering, Environmental Engineering, or a related field.
- 3+ years of experience in technical support, product management, or engineering roles within the Data Center or HVAC sectors.
- Strong understanding of thermal management principles, cooling technologies, and airflow dynamics.
- Excellent problem-solving skills and the ability to work under pressure.
- Strong communication and interpersonal skills, with a customer-focused mindset.
- Proficiency in technical writing and the ability to create clear and concise documentation.
- Ability to work collaboratively in a team environment and independently manage projects.
- Preferred Qualifications:

- Experience with data center infrastructure and operations.Familiarity with industry standards and regulations related to thermal management.ficient in Microsoft Office Suite and technical documentation tools.

Desirable
- Project management certification & experiences is beneficial.
- Knowledge of data center infrastructure and thermal management technologies.

Experience Essential
- Bachelor’s degree in Mechanical Engineering, Environmental Engineering, or a related field.
- Proficient in Microsoft Office Suite and technical documentation tools.

Desirable
- Project management certification is beneficial.Knowledge of data center infrastructure and thermal management technologies.

Languages
- English language - excellent verbal and written communications skillsArabic would be a plus

Lominger Competencies
- Ethics and Values
- Integrity and Trust
- Customer Focus
- Functional/Technical Skills
- Managing and Measuring Work
- Command Skills
- Drive for Results
- Presentation Skills

**ITC**

The employee undertakes to:

- Respect local and international procedures concerning incoterms (ITC) in all transactions.
- Report all ITC issues encountered during their functions to the ITC Gatekeeper of their department or directly to the ITC Manager.
- Regularly attend & conduct ITC & Ethics training