EMEA Thermal Technical Support Director

6 days ago

Bedford, Bedford, United Kingdom Vertiv Full time

At Vertiv, we are seeking a highly skilled Thermal Service Operations Manager to join our dynamic team in Tognana, Italy. This role is a key component of our Service Central Tech Support organization, which provides full life-cycle service support for our customers.

The ideal candidate will have a strong background in thermal management and technical support, with a minimum of 10 years of experience in the service industry. They will be responsible for ensuring Health and Safety standards are implemented while optimizing technical support and incident resolution practices for top-notch customer service.

The Thermal Service Operations Manager will also be responsible for strengthening central technical team competencies and fostering technical maturity across EMEA Thermal Service Operations. They will timely assign and address technical escalated cases to achieve best-in-class resolution lead time.

Key responsibilities include:

  • 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.

The ideal candidate will have strong managerial skills, the ability to work with local and remote organizations from different technical environments, and knowledge of specific applications in the Data Center, Telecom, and Edge segments. They will also be a strategic thinker and a change agent with demonstrated influencing skills in a multi-national environment.

Fluent English is required, with other languages such as Spanish, French, or German being a benefit. The ability to meet project deliverables under tight deadlines, handle competing demands effectively, and possess excellent interviewing, listening, writing, and interpersonal skills is also essential.

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