EMEA Service Thermal Technical Support Manager

Who are we?

At Vertiv, we build products that keep critical technologies running 24/7. We are proud we were the first to protect mainframes with precision cooling systems. We were the first to introduce an integrated enclosure system to distributed networks. We help some of the largest names in the industry bring new capacity online faster and at a lower cost when search and social media increased demand for storage and computing. Our portfolio spans power, thermal and infrastructure management products, software and solutions, and is complemented by a network of nearly 250 service centers worldwide.

We are actively seeking an EMEA Service Thermal Technical Thermal Manager to join our dynamic team across Tognana, Italy!

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. Service Central Tech Support, within the Service organization, is a key component to keep Vertiv offering at the highest level in the Industry. Service Central Technical Support Organization is split in different Teams, each responsible for various Technologies (AC Power, Thermal, Racks, Integrated Modular Systems, Energy Storage, etc.).

What kind of work will you be doing?

• Ensure Health and Safety standards are implemented while optimizing technical support and incident resolution practices for top-notch customer service.
• Strengthen central technical team competencies and foster technical maturity across EMEA Thermal Service Operations.
• Timely assign and address technical escalated cases to achieve best-in-class resolution lead time.
• 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, among other duties.

What will make you successful?

• 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.
• Proven 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 skills
• Fluent English speaker, other languages as Spanish, French or German would be a benefit.
• Equipped with the ability to meet project deliverables under tight deadlines, handle competing demands effectively, and possess excellent interviewing, listening, writing, and interpersonal skills.

Should YOU meet the requirements outlined, we invite you to submit your application and initiating the process of charting your career path within our thriving and nurturing workplace!