PpbJOB DESCRIPTION /b /ppVertiv’s Services organization is seeking a strategic and analytical leader to drive unification, standardization and continual improvement of the EMEA service technical support and training functions, across all product lines. /ph3Overview /h3pVertiv’s Services organization is seeking a strategic and analytical leader to drive unification, standardization and continual improvement of the EMEA service technical support and training functions, across all product lines. This role is critical to ensuring our external customers and internal Vertiv team members have effective levels of support to progress technical support requests to a successful and timely conclusion, 24/7/365. Service readiness processes to support new product offerings will be assessed and standardized in coordination with central technical support, NPDI and supply chain teams. Training processes will be assessed, standardized and enhanced in close coordination with the Vertiv Academy teams. The successful candidate will implement improvements in close coordination with Global standardization projects, in addition to ensuring the business technical support and training functions can scale in line with business growth. /ph3Responsibilities /h3ulliManagement of Local and Central Technical Support, NPDI Training Teams /liliLead, mentor, and develop a high-performing team, fostering a culture of excellence and continuous improvement /liliUnify all technical support and training team members under one management structure, to cover direct and indirect demands /liliTechnical Support /liliDevelopment and implementation of a standardized technical support logging, re-solving and communication process, which will communicate incident information and its impact to customers and internal stakeholders. Your teams will offer escalated technical support management and dedicated ownership until problem resolution, with the support of central and engineering stakeholders where necessary. Upon resolution of the incident/event, you will ensure that the correct follow up actions are identified/closed out and continual improvement items are logged and progressed. /liliSet up and ongoing management of technical support escalation paths within and outside of normal working hours – in close collaboration with field delivery teams utilizing all available and suitable resources /liliEnsure all processes are to be implemented and operated in strict compliance with Vertiv’s EHS policies and procedures /liliFoster and maintain collaboration with delivery, CSM and engineering teams within Vertiv to ensure effective resolution of technical support demands, and drive continual knowledge sharing and development of the EMEA team members /liliEnsure all warranty and quality processes are followed to effectively log, process and conclude all items /liliOwnership of the field change notice processes including development of effective notification, planning, monitoring and closure processes following successful completion /liliTraining /liliPlan and deliver business training to internal Vertiv teams, mainly but not limited to the Academy Training facilities /liliWork in close collaboration with Vertiv Academy teams /liliDevelop future training material and courses for products and services that are not covered by the Academy Training materials /liliPlan and deliver familiarization training to clients for Vertiv products and services, either on client’s sites or at the Academy Training facility /liliStandardization and maintenance of accurate and timely records of training completed and training planned, regularly meet with the training and operations teams to pro-actively plan /liliManagement of the training area’s and equipment, to ensure all required training equipment is available, maintained and the facilities are safe and fit for purpose /liliNPDI Service Readiness /liliEnsure team members are assigned to support the business NPDI processes from a technical and service readiness perspective, working closely with engineering, supply chain and delivery teams /liliDevelop and undertake general service readiness processes and service readiness processes for new product launches, ensuring all internal teams have the tools, training and information to contribute to a successful product launch for our clients. Ensure recommendation of critical spares holdings for Vertiv products and updating contract/model/obsolescence guidance documents is regularly undertaken /liliStandardisation, Optimisation and Continual Improvement /liliIn collaboration with global teams drive to standardize, automate and continually improve technical root cause analysis reporting, NPDI processes, technical support training processes, service readiness processes, warranty and quality processes, delivery processes, customer communications, business IT system use and technical/training business reporting /liliSupport the development, implementation and maintenance of business IT solutions /liliDemand Analysis and Headcount Planning /liliUsing business data, forecast headcount planning to effectively manage business demands /liliAnalyze data, systems and tools to recommend changes that may drive customer self-service solutions for simpler demands and more efficient delivery methods for training and technical support /liliCollaborate with global teams where there is opportunity to maximize use of team members across regions to increase utilization all resources within the business /li /ulh3Qualifications And Experience /h3ulliProven experience in service operations management / technical support management /liliStrong analytical and strategic planning skills, Excellent communication and presentation skills /liliStrong experience continual improvement processes /liliExperience working in a multi-country, matrixed organisation /liliDemonstrated ability to influence and collaborate across functions and seniority levels /liliExcellent communication and presentation skills /liliDegree in Business, Operations, Engineering, or related field beneficial /li /ulh3Time Travel Required /h3ulli25% /li /ul /p #J-18808-Ljbffr