JOB DESCRIPTION The Vertiv Service business is designed to provide full life‑cycle service support for our customers and as such is a core part of the Vertiv market offering.
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Service Central Tech Support, within the Service organization, is a key component to keep Vertiv offering at the highest level in the Industry.
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Summary The Vertiv Service business is designed to provide full life‑cycle service support for our customers and as such is a core part of the Vertiv market offering.
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Service Central Tech Support, within the Service organization, is a key component to keep Vertiv offering at the highest level in the Industry.
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Technology and technical competence, credibility and expertise are the main components of the Vertiv Service value proposition; sometimes they are the very reason of being in the market.
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Customers may choose Vertiv Services because of the depth of knowledge an OEM has of the equipment they design and make, so becoming a necessary choice.
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We want our technical competence and expertise to be a distinctive attribute of Vertiv Service and a source of competitive edge.
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Customers will choose us also because of the depth of industry, technology and system expertise we have compared to competition.
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This technical edge will allow us to provide our customer with higher infrastructure availability, optimized capacity utilization and highest energy efficiency.
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Essential Role FunctionsEnsure the appropriate Health and Safety standards are implemented and respected
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Ensuring best‑in‑class technical support and incident resolution practices, possibly leveraging experience from other and more mature industries, to optimize Customer service level and field efficiency
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Strengthening central technical team competencies in the core areas of the business and fostering technical maturity across EMEA Thermal Service Operations
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Ensure the Technical escalated cases are timely assigned to the team and addressed by the team to achieve best in class resolution lead time
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Develop new competencies or new technical disciplines where appropriate to achieve the service business objectives
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Support the technical aspects of the service offering and contribute developing new service products
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Actively manage the technical aspects of life cycle of the installed base
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Cooperate with Academy to ensure training plans match the training needs of the service organization
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Assure the coordination of warranty cases technical approval and review
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Follow the RCAR activity around EMEA being the interface between MU and Quality teams
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Lead the Red and Yellow flag meeting with Quality and Engineering leaders
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Manage the flow of Field Change Notices and relevant actions EMEA is concerned
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Ensure seamless cooperation of Service with Quality and R&D; to ensure continuous strengthening of product quality
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Ensure Service presence and voice during New Product Development (NPDI) process
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Coordinate the EMEA readiness process to introduce new products in field and manage tech support forums to spread the knowledge around Tech Community
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Supervise preparation and definition of spare part lists, crash kit needs, etc.
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Foster and lead the implementation of the Regionalized Tech support structureAdditional ResponsibilitiesWork with the Global and Regional Tech Support teams to harmonized common practices and tools
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Continuously update technical knowledge and learn new product and service offerings of your team
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Continuously maintain awareness of competitor offerings, strengths and weaknesses
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Log, track and drive resolution of product effectiveness issues (internal and customer)InteractionsR&D;
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Quality teams & Factory teams
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Counter partners outside EMEA
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Executive Management and functional representative’s for Service and Co E organisation’s.
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Academy organization
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Operations and MKTG Service organizations
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Warranty admin team
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Regional operations directors and country Service managers
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Customers
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Travel Required –approximately 25%Minimum QualificationsGood knowledge and minimum 5 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.
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Thermal Management technical experience, also in demanding tech support environments.
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University electric-electronic or mechanical background.
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As a key member of the EMEA Service team he or she must also be a strategic thinker and a change agent with demonstrated influencing skills in a multi-national environment.
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Strong managerial skills with the ability to work with local and remote organizations from different technical environments.
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Knowledge and capability to understand specific applications in the D