Service Technical Support Engineer (NPDI)

Job Description

Vertiv is hiring a Service Technical Support Engineer to support our rapid business expansion, we are creating a high-impact position focused on embedding service readiness into the New Product Development and Introduction (NPDI) process across our Power and Thermal product portfolios — including UPS, STS, Batteries, Switchgear, Busway, CRAC units, chillers, and liquid cooling systems.

This role is ideal for a hands-on engineer who can proactively identify service gaps, drive cross-functional coordination, and build repeatable, scalable processes that ensure all products are launch-ready from a service perspective. You will play a key role in closing the loop between engineering and service — improving maintainability, documentation, spare parts planning, and long-term field support for mission-critical infrastructure.

Responsibilities

• Engage with R&D teams during early development stages to identify serviceability risks and influence design for maintainability.
• Review and validate design features from a service perspective (e.g., accessibility, modularity, fault isolation).
• Ensure delivery of all service-related documentation and materials (e.g., service manuals, exploded views, tool lists, training packages) prior to launch.
• Collaborate with logistics, spare parts, and technical support teams to ensure full support readiness on Day 1.
• Maintain and enforce a Service Readiness Checklist as a mandatory NPDI gate.
• Lead or support field trials, pilot deployments, and feedback integration for design refinement before mass rollout.
• Participate in or lead FMEA and reliability engineering reviews focused on serviceability and field failure prevention.
• Define internal service readiness best practices and standard workflows for future NPDI programs.
  
  

Qualifications

• Bachelor's degree in Mechanical, Electrical, or Mechatronics Engineering (or related discipline).
• Minimum 3 years' experience in product development, field service, or technical support — ideally in power systems (e.g., UPS, batteries, switchgear) and/or HVAC/thermal systems (e.g., CRAC, chillers, liquid cooling).
• Strong understanding of the NPDI/NPI process from a serviceability and lifecycle support standpoint.
• Proven ability to work across global teams including engineering, service, logistics, and technical documentation.
• Experience with BOM structuring, service documentation, and tools like SolidWorks, AutoCAD, Windchill, or SAP.
  
  

Preferred Skills

• Familiarity with UPS and STS/ATS topologies, battery chemistries (Li-ion, VRLA), and BMS architecture.
• Experience with CRAC units, chillers, direct-to-chip and liquid cooling technologies.
• Exposure to service software tools, remote diagnostics, firmware upgrade processes, and HMI/SCADA interfaces.
• Understanding of applicable compliance standards (e.g., IEC 62040, AS/NZS 3000, UL, NFPA 70E) for electrical and thermal equipment.
  
  

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength
  
  

OUR BEHAVIORS

• Own It
• Think Big and Execute
• Act With Urgency
• Own It
• Drive Continuous Improvement
• Promote Transparent and Open Communication
• Learn and Seek Out Development
• Foster a Customer-First Mindset
• Lead by Example
  
  

At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $6.9 billion in revenue, a strong customer base and global reach spanning over 130 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected]. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers.