JOB DESCRIPTIONThe 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. Service Central Tech Support, within the Service organization, is a key component to keep Vertiv offering at the highest level in the Industry.SummaryThe 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. Service Central Tech Support, within the Service organization, is a key component to keep Vertiv offering at the highest level in the Industry. 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. 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. We want our technical competence and expertise to be a distinctive attribute of Vertiv Service and a source of competitive edge. Customers will choose us also because of the depth of industry, technology and system expertise we have compared to competition. This technical edge will allow us to provide our customer with higher infrastructure availability, optimized capacity utilization and highest energy efficiency.Essential Role FunctionsEnsure the appropriate Health and Safety standards are implemented and respectedEnsuring 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 efficiencyStrengthening central technical team competencies in the core areas of the business and fostering technical maturity across EMEA Thermal Service OperationsEnsure the Technical escalated cases are timely assigned to the team and addressed by the team to achieve best in class resolution lead timeDevelop new competencies or new technical disciplines where appropriate to achieve the service business objectivesSupport the technical aspects of the service offering and contribute developing new service productsActively manage the technical aspects of life cycle of the installed baseCooperate with Academy to ensure training plans match the training needs of the service organizationAssure the coordination of warranty cases technical approval and reviewFollow the RCAR activity around EMEA being the interface between MU and Quality teamsLead the Red and Yellow flag meeting with Quality and Engineering leadersManage the flow of Field Change Notices and relevant actions EMEA is concernedEnsure seamless cooperation of Service with Quality and R&D to ensure continuous strengthening of product qualityEnsure Service presence and voice during New Product Development (NPDI) processCoordinate the EMEA readiness process to introduce new products in field and manage tech support forums to spread the knowledge around Tech CommunitySupervise preparation and definition of spare part lists, crash kit needs, etc.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 toolsContinuously update technical knowledge and learn new product and service offerings of your teamContinuously maintain awareness of competitor offerings, strengths and weaknessesLog, track and drive resolution of product effectiveness issues (internal and customer)InteractionsR&DQuality teams & Factory teamsCounter partners outside EMEAExecutive Management and functional representative’s for Service and CoE organisation’s.Academy organizationOperations and MKTG Service organizationsWarranty admin teamRegional operations directors and country Service managersCustomersTravel 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.Thermal Management technical experience, also in demanding tech support environments.University electric-electronic or mechanical background.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.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 skillsFluent English speaker, other languages as Spanish, French or German would be a vantaggi.Must be able to meet project deliverables under aggressive time deadlinesAbility to effectively deal with a wide variety of competing demandsInterviewing and listening skills – interact with individuals and groups about their needs and ask the right questions to surface essential requirements information.Writing skills – to communicate information effectively to Customers, stakeholders and technical staff.Interpersonal skills – to negotiate priorities and to resolve conflicts among project stakeholders.#J-18808-Ljbffr