Position in Organization
Reports directly to the Area Facility Manager, with a functional reporting line to the Customer Implementation Manager. The Engineer has no direct or indirect reports. Internal contact includes the Customer Service Centre and the local office. External contact includes suppliers and customers.
Job Description
To provide technical maintenance (preventative and corrective), repairs, installations, and customer service support in adherence to agreed SLAs with clients, maximizing client satisfaction.
Responsibility - Maintenance
Execute maintenance and repairs of buildings and equipment to minimize downtime.
Day-to-day surveillance of buildings and equipment
Execute scheduled maintenance and repairs on buildings and equipment (e.g., generators/cooling) as directed by the Facility Manager
Document all maintenance and repairs on buildings and equipment in a timely manner
Monitor and direct repairs and maintenance executed by external employees and document results
Monitor equipment and installations for adherence to safety standards
Proactively indicate if SLAs are under pressure
Provide input on power usage and capacity planning
Act as the first point of contact for the Customer Service Centre on technical requests
Respond to alarms and handle or escalate according to guidelines
Participate in the full 24x7 continuous call-out team
Provide practical direction to external security employees
Provide guidance to junior engineers
Responsibility - Customer Implementation
Execute the physical customer implementation process.
Under the coordination of the Customer Implementation Manager, install or supervise the installation of customer equipment in the data centre, keeping a complete record of the process and results
Responsibility - Customer Service Delivery
Provide service delivery of Value-Added Services (VAS).
Perform customer services as outlined in the client contract
Responsibility - Other
Procurement
Maintain inventory of stock
Purchase inventory when required
Experience, Knowledge, and Expertise
Secondary education or a bachelor's degree in a technical field
Qualified electrician certification is a distinct advantage
Minimum of 4+ years’ experience as a technician in an electrical or industrial environment (e.g., full continuous factory)
Knowledge of data centres is a distinct advantage
Fluent in English
Skills
Accurate and detail-oriented
Client-focused
Good communication skills
Strong administrative skills
Good decision-making skills
Flexible working manner
Stress-resilient