Emea Technical And Training Support Director

JOB DESCRIPTIONVertiv'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.OverviewVertiv'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.ResponsibilitiesManagement of Local and Central Technical Support, NPDI & Training TeamsLead, mentor, and develop a high-performing team, fostering a culture of excellence and continuous improvementUnify all technical support and training team members under one management structure, to cover direct and indirect demandsTechnical SupportDevelopment 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.Set 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 resourcesEnsure all processes are to be implemented and operated in strict compliance with Vertiv's EHS policies and proceduresFoster 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 membersEnsure all warranty and quality processes are followed to effectively log, process and conclude all itemsOwnership of the field change notice processes including development of effective notification, planning, monitoring and closure processes following successful completionTrainingPlan and deliver business training to internal Vertiv teams, mainly but not limited to the Academy Training facilitiesWork in close collaboration with Vertiv Academy teamsDevelop future training material and courses for products and services that are not covered by the Academy Training materialsPlan and deliver familiarization training to clients for Vertiv products and services, either on client's sites or at the Academy Training facilityStandardization and maintenance of accurate and timely records of training completed and training planned, regularly meet with the training and operations teams to pro-actively planManagement of the training area's and equipment, to ensure all required training equipment is available, maintained and the facilities are safe and fit for purposeNPDI & Service ReadinessEnsure 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 teamsDevelop 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 undertakenStandardisation, Optimisation and Continual ImprovementIn 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 reportingSupport the development, implementation and maintenance of business IT solutionsDemand Analysis and Headcount PlanningUsing business data, forecast headcount planning to effectively manage business demandsAnalyze 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 supportCollaborate with global teams where there is opportunity to maximize use of team members across regions to increase utilization all resources within the businessQualifications And ExperienceProven experience in service operations management / technical support managementStrong analytical and strategic planning skills, Excellent communication and presentation skillsStrong experience continual improvement processesExperience working in a multi-country, matrixed organisationDemonstrated ability to influence and collaborate across functions and seniority levelsExcellent communication and presentation skillsDegree in Business, Operations, Engineering, or related field beneficialTime Travel Required25%#J-*****-Ljbffr