Customer Support Engineer - UPS Power Systems (DCF Power)

Company: Computer Marketing Company (CMC) Pvt. Ltd.
Location: Karachi, Pakistan
Position: Customer Support Engineer - UPS Power Systems (DCF Power)
Department: Customer Support
Reporting To: Administratively to Admin Manager - South Region; Operationally to Manager Coordination Services - Head Office & FDO - South Region

The Customer Support Engineer will play a vital role in enhancing the company’s profitability by delivering efficient and high-quality service. This position involves installing, configuring, commissioning, and troubleshooting electrical and UPS power systems to ensure complete customer satisfaction. The engineer will provide end-to-end field service support for UPS power systems, including bench repairs, and will be required to respond to customer service calls on a 24/7 basis according to the roster and service commitments.

Key Responsibilities:
- Provide field service for UPS power systems, including installation, configuration, and commissioning of large, modular, tower, and edge UPS systems ranging from 1 kVA to over 500 kVA.
- Conduct data center site surveys and perform load calculations to ensure proper system design and implementation.
- Troubleshoot UPS and related electrical systems down to the component level using established protocols and frameworks.
- Install power equipment and deliver technical service for AC/DC power systems.
- Attend customer calls promptly, ensuring all issues are fully understood before site visits and carrying necessary tools and spare parts.
- Maintain professional and courteous communication with customers, confirming satisfaction before leaving the site.
- Assess electrical and environmental conditions at client sites and report any unsuitable conditions to the office.
- Accurately complete Field Service Reports (FSR) with detailed fault descriptions, work performed, parts used, and customer feedback.
- Coordinate with Field Dispatch Officers (FDO) for billing details, follow-ups, and approvals for any work beyond service obligations.
- Manage workshop and bench repair jobs, verifying parts, preparing estimates, and ensuring thorough testing before job completion.
- Uphold company policies, punctuality, discipline, and maintain a professional attitude toward work, colleagues, and clients.
- Coordinate with Head Office for timely report submissions and data sharing as required.

Required Qualifications:
- Diploma or Bachelor’s degree in Electronics or Electrical Systems.
- Hands-on experience with UPS power systems from 1 kVA to above 500 kVA, including various UPS configurations.
- Strong understanding of single-phase and three-phase electrical systems, power distribution, and grounding.
- Proficient in data center site surveys and load calculations.
- Solid knowledge of PCB troubleshooting at the component level.
- Experience in installing power equipment and providing AC/DC power technical services.
- Ability to deliver SLA support while maintaining high customer satisfaction.
- Good communication skills with confidence to interact directly with customers.

Preferred Qualifications and Certifications:
- Level 1 Field Support certifications from recognized OEMs such as:
- Vertiv (formerly Emerson/Liebert) – e.g., Field Engineer Level 1
- Schneider (formerly APC) – e.g., EcoXpert Foundation, Field Service 1
- Eaton – e.g., Eaton Foundation, Field Engineer 1
- Huawei (Digital Power) – e.g., Power Foundation, Commissioning 1, HCSA-Field-Data Center Facility (H20-913)

Expected Technical Knowledge:
- LV Switchgear (ACB, MCCB, MCB, busbar systems)
- Energy Storage technologies including VRLA, lithium-ion, Ni-Cd, flywheel, and battery monitoring
- Power Distribution components such as MDB, SMDB, DB, busway/busduct, PDU, RPP, and rack PDU
- Critical Power Architectures including single feed, dual feed, A/B power, N, N+1, 2N, 2N+1 configurations
- Power Monitoring systems for UPS, PDU, branch circuits, and smart meters
- Various UPS types including online double conversion, modular, centralized, static, and rotary UPS
- Protection and Safety measures like earthing, grounding, SPD, overcurrent, short circuit protection, and arc flash
- Power Quality concepts such as harmonics, power factor, voltage regulation, surge protection, and transients
- Commissioning and Testing procedures including FAT, SAT, load bank testing, UPS and protection testing, and integrated systems testing

This role demands a highly motivated professional with a strong technical background, excellent troubleshooting skills, and the ability to maintain positive customer relationships while adhering to company standards and service level agreements.