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Thermal Technical Support Manager

2 months ago

Bedford, Bedford, United Kingdom Vertiv Full time
{"title": "Thermal Technical Support Manager", "description": "Job Summary

Vertiv is seeking a highly skilled Thermal Technical Support Manager to join our EMEA Service team. As a key member of our team, you will be responsible for providing top-notch technical support and incident resolution practices to our customers.

Key Responsibilities
  • Ensure Health and Safety standards are implemented while optimizing technical support and incident resolution practices.
  • Strengthen central technical team competencies and foster technical maturity across EMEA Thermal Service Operations.
  • Timely assign and address technical escalated cases to achieve best-in-class resolution lead time.
  • Develop new competencies or technical disciplines as needed to meet service business objectives.
  • Support the technical aspects of service offering and contribute to developing new service products.
  • Actively manage the lifecycle of the installed base and coordinate warranty cases' technical approval.
  • Lead Red and Yellow flag meetings with Quality and Engineering leaders and manage Field Change Notices.
  • Interface between MU and Quality teams, following RCAR activity across EMEA.
  • Manage Field Change Notices and relevant actions for EMEA.
  • Ensure Service involvement in NPDI process and coordinate EMEA readiness for new product introductions.
  • Lead implementation of Regionalized Tech support structure, fostering collaboration.
  • Ensure seamless cooperation of Service with Quality and R&D to strengthen product quality.
  • Oversee the introduction of new products in the field and manage tech support forums for knowledge sharing.
  • Supervise the preparation of spare part lists and define crash kit needs.
Requirements
  • Good knowledge and minimum 10 years of experience in the service industry, preferably with companies that have expanded their service strategy from vertical technical services to higher value added service solutions.
  • Proven Thermal Management technical experience, also in demanding tech support environments.
  • University electric-electronic or mechanical background.
  • Strong managerial skills with the ability to work with local and remote organizations from different technical environments.
  • Knowledge and capability to understand specific applications in the Data Center, Telecom, and Edge segments.
  • Strong Communication skills.
  • Fluent English speaker, other languages as Spanish, French or German would be a benefit.
  • Equipped with the ability to meet project deliverables under tight deadlines, handle competing demands effectively, and possess excellent interviewing, listening, writing, and interpersonal skills.
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