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 field service support for UPS systems ranging from 1 kVA to over 500 kVA, including large tower, modular, and edge UPS installations. The role requires attending to customer service calls on a 24/7/365 basis as per roster and service commitments.

Key Responsibilities:
- Provide field service for UPS power systems, including installation, configuration, commissioning, and troubleshooting.
- Perform bench repairs and complete service assignments end-to-end.
- Conduct data center site surveys and load calculations.
- Install power equipment and deliver related electrical and DC power services.
- Attend customer calls promptly, ensuring full understanding of issues before site visits, carrying necessary tools and spare parts.
- Maintain professionalism and courtesy with customers, confirming satisfaction before leaving the site.
- Assess and report electrical and environmental conditions (power, earthing, cooling) at client sites.
- Communicate billing details and customer commitments to the Field Dispatch Officer (FDO) for invoicing and follow-up.
- Obtain prior approval from the office for any work beyond company service obligations.
- Complete and submit detailed Field Service Reports (FSR) including equipment details, fault description, work performed, parts used, and customer feedback.
- Manage workshop/bench repairs by verifying job cards, preparing estimates, obtaining customer approvals, and ensuring thorough testing before job completion.
- Prevent repeat complaints by maintaining high workmanship standards.
- Maintain punctuality, discipline, and a professional attitude toward work, colleagues, and clients.
- Promote the company’s services proactively and comply fully with company policies.
- Coordinate with Head Office for timely report submission and data sharing.

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 large and modular UPS installations.
- Strong understanding of single-phase and three-phase electrical systems, power distribution, and grounding.
- Proficiency in PCB-level troubleshooting using established protocols.
- Experience with power equipment installation and AC/DC power services.
- Ability to provide SLA support ensuring customer satisfaction.
- Good communication skills and confidence in direct customer interaction.

Preferred Qualifications and Certifications:
- Level 1 Field Support certifications from OEMs such as:
- Vertiv (formerly Emerson) and 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)

Expected Technical Knowledge:
- Low Voltage (LV) Switchgear: ACB, MCCB, MCB, busbar systems
- Energy Storage: VRLA, lithium-ion, Ni-Cd, flywheel, battery monitoring
- Power Distribution: MDB, SMDB, DB, busway/busduct, PDU, RPP, rack PDU
- Critical Power Architecture: Single feed, dual feed, A/B power, N, N+1, 2N, 2N+1 configurations
- Power Monitoring: UPS and PDU monitoring, branch circuit monitoring, smart meters
- UPS Technologies: Online double conversion, modular, centralized, static and rotary UPS
- Protection and Safety: Earthing, grounding, SPD, overcurrent and short circuit protection, arc flash
- Power Quality: Harmonics, power factor, voltage regulation, surge protection, transients, power conditioning
- Commissioning and Testing: FAT, SAT, load bank testing, UPS and protection testing, integrated systems testing

This role demands a hands-on engineer capable of working independently and collaboratively, ensuring critical power infrastructure operates reliably and efficiently.