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Bedford, Bedford, United Kingdom Vertiv Full timeJob SummaryWe are seeking a highly skilled EMEA Thermal Technical Support Manager to join our dynamic team at Vertiv. The successful candidate will be responsible for ensuring Health and Safety standards are implemented while optimizing technical support and incident resolution practices for top-notch customer service.Key ResponsibilitiesStrengthen central...
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Thermal Technical Support Manager
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Bedford, Bedford, United Kingdom Vertiv Full time{"title": "Thermal Technical Support Manager", "description": "Job SummaryVertiv 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 ensuring the health and safety standards are implemented while optimizing technical support and incident resolution practices for...
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Thermal Technical Support Manager
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Bedford, Bedford, United Kingdom Vertiv Full time{"title": "Thermal Technical Support Manager", "description": "Job SummaryVertiv 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 ensuring the health and safety standards are implemented while optimizing technical support and incident resolution practices for...
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EMEA Service Thermal Technical Support Manager
2 months ago
We are seeking a highly skilled Thermal Technical Support Manager to join our EMEA Service team at Vertiv. 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- Technical Support: Ensure Health and Safety standards are implemented while optimizing technical support and incident resolution practices.
- Team Development: Strengthen central technical team competencies and foster technical maturity across EMEA Thermal Service Operations.
- Case Management: Timely assign and address technical escalated cases to achieve best-in-class resolution lead time.
- Competency Development: Develop new competencies or technical disciplines as needed to meet service business objectives.
- Service Offering: Support the technical aspects of service offering and contribute to developing new service products.
- Installed Base Management: Actively manage the lifecycle of the installed base and coordinate warranty cases' technical approval.
- Quality and Engineering: Lead Red and Yellow flag meetings with Quality and Engineering leaders and manage Field Change Notices.
- Interface Management: Interface between MU and Quality teams, following RCAR activity across EMEA.
- Field Change Notices: Manage Field Change Notices and relevant actions for EMEA.
- New Product Introduction: Ensure Service involvement in NPDI process and coordinate EMEA readiness for new product introductions.
- Regionalized Tech Support: Lead implementation of Regionalized Tech support structure, fostering collaboration.
- Product Quality: Ensure seamless cooperation of Service with Quality and R&D to strengthen product quality.
- Tech Support Forums: Oversee the introduction of new products in the field and manage tech support forums for knowledge sharing.
- Spare Part Management: Supervise the preparation of spare part lists and define crash kit needs, among other duties.
- Service Industry Experience: 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.
- Thermal Management Experience: Proven Thermal Management technical experience, also in demanding tech support environments.
- Education: University electric-electronic or mechanical background.
- Strategic Thinking: As a key member of the EMEA Service team, you must be a strategic thinker and a change agent with demonstrated influencing skills in a multi-national environment.
- Managerial Skills: Strong managerial skills with the ability to work with local and remote organizations from different technical environments.
- Technical Knowledge: Knowledge and capability to understand specific applications in the Data Center, Telecom, and Edge segments.
- Communication Skills: Strong Communication skills.
- Language Skills: Fluent English speaker, other languages as Spanish, French or German would be a benefit.
- Project Management: Equipped with the ability to meet project deliverables under tight deadlines, handle competing demands effectively, and possess excellent interviewing, listening, writing, and interpersonal skills.
