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Senior Customer Service Engineer

31,161 P.A. ?
Cubitt Town
Digital Realty

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TITLE: Senior Customer Service Engineer

REPORTS TO: Data Centre Manager

DATE: April 2019


To assist the Data Centre Manager (DCM) with the training and development of Technicians and to proactively manage daily DC activities such as planned works and Help Desk tickets and schedule works accordingly to ensure an efficient resource utilisation and an excellent customer service level by meeting committed deadlines. To act as the first point of contact for all the engineers and as a backup for the Data Centre Manager

The Role:

  • To assist the DCM with operational tasks as required and directed
  • To work with Technicians to assess the level of expertise in order to identify training and development needs and areas for improvement
  • To monitor the planned jobs queue to ensure that all orders are being managed effectively and progressed in order to meet committed dates
  • To optimise the resource utilisation by carefully assigning every job to the most appropriate technician
  • To monitor stock levels and tool utilisation, to keep an updated asset list for the tools ensuring they are maintained and serviced periodically
  • To provide quotations for planned jobs to customers by assessing the feasibility of each request to make sure SLA levels can be met, providing the expertise in order for the Administrator to produce quotes
  • To ensure the cable data base is kept up to date and all entries are accurate
  • To carry out 10% quality checks of works done by the operations team to ensure the works are carried out to a professional standard
  • To liaise with the DCM and provide feedback on daily activities
  • To ensure all Health & Safety principles are met at all times
  • To ensure daily activities of the data centre are performed on time and all the relevant logs/sheets are completed correctly
  • To provide support to the Administrator, Customer Operations as required
  • To be responsible for the issue of all customer related permits
  • To review the customer charter results and provide instruction and training as required
  • To implement the induction process for new starters and provide feedback to the DCM as required
  • To act as a role model demonstrating the behaviours needed to meet or exceed our customers’ needs
  • To ensure any concerns are escalated as per company procedures
  • Ensure that adequate coverage is maintained on site at all times
  • To conduct a ‘Tool box talk’ with the site team once per week, record and distribute the to the team
  • Ensure that employees on site have all the required consumables and tools to operate effectively

The Requirements:

  • Understanding of the Data Centre environment
  • Excellent practical and theoretical cabling skills
  • Understanding of the Data Centre infrastructure (UPS, AHU)
  • Excellent interpersonal skills
  • Excellent coaching skills
  • Excellent organisational skills
  • Exposure to Remedy or equivalent ticketing system beneficial
  • Excellent customer service skills
  • Some experience of coaching, training, developing or supervising staff
  • Experience of dealing with customer problems in difficult circumstances
  • Proven written and verbal communication skills
  • Computer-literacy/IT skills – email, data entry, excel, remedy

Person Specification:

  • Honest and reliable
  • Excellent team player
  • Assertive and Clear
  • Proactive and Innovative
  • Positive ‘can-do’ attitude to work
  • To have a friendly and approachable attitude to work
  • Time management skills and the ability to prioritise
  • A logical approach to problem solving
  • Ability to diagnose and resolve customer technical problems
  • Ability to apply company policy and procedure
  • To produce work to a consistently high standard
  • Capability to work independently and as part of a team
  • To be flexible and adaptable, self-motivated and a pro-active worker
  • Works well under pressure and to deadlines/targets
  • Ability to train others in use of procedures
  • Excellent telephone manner and listening skills
  • Ability to meet and exceed targets and customers’ expectations
  • Ability to liaise effectively with internal and external customers
  • Ability to prioritise and to work by objectives

Digital Realty: Where the cloud lives and business thrives:

We built the global standard for technical real estate, developing a unique capability to acquire, manage, and scale data centre campuses. Now, Digital Realty is building a unique ecosystem of open solutions that power customer growth through exceptional service on a foundation of unrivalled data centre expertise. The new Digital Realty combines unparalleled data centre services, carrier-dense interconnection, real estate acumen, and financial strength to create unique power of choice and value when and where our customers need it.

Our Mission:

To provide our customers with the trusted foundation for the digital world

Our Vision:

To build a network of connected campuses and internet gateways that become the heart of the internet and cloud, powering growth and prosperity for customers, employees and shareholders.

Our Values:

Guide our decisions and actions every day—above all else, we value customers, excellence, talent, teamwork and success.

Why Digital Realty:

Make an impact -- You’ll enjoy the satisfaction that comes with knowing your efforts positively impact company growth and your professional career.

The “best of both worlds” -- you'll find that working for our company may be a little bit different. We are small enough, with only 1,400 employees across our global portfolio, that your hard work will be visible throughout the organization, yet our extensive offering of services and solutions and proven track record of growth; stability and industry-leading innovation give you the resources and tools you need to take your career to the next level.

Unique culture -- we are a collaborative, people-focused company dedicated to quality and continuous improvement. When you become a member of our team, you receive our commitment to your continued development and support.

Strong foundation -- our financial strength and stability provide our customers with the assurance that Digital Realty will be their partner for current data centre needs and those in the future, and our investment credit ratings provide us access to paths for more capital. We view each of our customers as a long-term partner.

Green standard for sustainability -- we are committed to improving the performance and energy efficiency of our data centres through the creation, adoption and promotion of industry-leading best data centre practices and experience. We are pioneers in thinking about green data centres and are also a Contributing Member of The Green Grid.

About Digital Realty

Since the Company's initial public offering in November 2004, Digital Realty has been a fast-growing leader in the design, development and operation of data centres worldwide. We focus on providing data centre, colocation and information technology services, communications and social networking to financial services, manufacturing, energy, healthcare and consumer products. As of March 31, 2018, the Company’s has 203 data centres, comprising approximately 27.6 million square feet, excluding approximately 3.6 million square feet of space under active development and 1.5 million square feet of space held for future development, located throughout North America, Europe, Asia and Australia. We stand out in the marketplace by offering innovative solutions driven by customers who see data centres not just as a technical investment, but also as a strategic platform for success.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Digital Realty is an equal opportunity employer.

Required Skills

Required Experience

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