Quality Customer Experience

Who are we?
At Vertiv, we're on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $6.9 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.
We are currently seeking a
Quality Customer Experience and Complaints Analyst -
to join our dynamic team in
Tognana, Italy
Job description:
The Quality Customer Experience and Complaints Analyst will support the new Products during their introduction into the market being the point of contact between other Company depts (NPDI Teams) to guarantee the most efficient Customer cases resolution.
What you will be doing?
Provide quality technical support to all involved depts
Manage in timely manner assigned customer cases, from opening to resolution, providing quality / technical support
If needed involves for analysis and tests the Lab in order to find the solutions for issues owned
Arrange and manage complaints / 8D meetings progress updating with Top Management / Internal Deps (Sales, Service, Engineering, ...) both remotely and, if requested, in field where necessary
Produce where appropriate Root Cause Analysis Report and present it internally and externally
Proactively participate to cases reviews providing feedback and quality / technical support to the team
Could, in case of need, analyse warranty cases technically and justify acceptance/refusal
Provide information to the internal Departments on the quality of the product through regular inputs coming from the cases daily analysed and attending to the periodical meeting organized at the purpose of improving the product quality by Quality, R&D and Manufacturing
Prepare and distribute the Quality information that the company needs to prevent the issues including new controls-checks- inspections-additional test-... fixing / updating with new CTQ the QCP / Check List / Procedure / Manufacturing Instructions,..
Prepare the documents needed for the release of trainings to the Manufacturing Operators/Testers over the products
Contribute to NPDI process, supporting relevant NPDI Engineers
Products family supported: Chillers (Free cooling, Adiabatic), Large Packaged Units, Evaporative Cooling Units
Any needed 8D Reports open from Customer complaint from EMEA Market Unit (18) and Distributors (70)
What will make you successful -
School Background
Secondary school with technical specialization (mechanical, electrical or electronic) or higher
Language skills
Good written and spoken English with knowledge of the main technical language/words used in the relevant product application business
Technical / Functional skills
5+ years of experience with industrial chillers and air conditioners
Well balanced mix of mechanical, thermodynamic and control/software knowledge.
Quality Customer, Service, R&D, Laboratory or testing/commissioning experience preferable
Good writing and verbal communication skills
Good organizational and time management skills
Possess a positive attitude and flexibility in a rapidly changing environment
Detail oriented and self-motivated with the ability to work without direct supervision
Proficient PC skills including all Microsoft Office products and web-based technologies.
Attitudes
Good written and communication skills
Oriented to self-organization of office and Quality activities
Flexibility and capability of organizing and managing short terms actions plan of short /mid duration.
Availability to spend up to 10%-20% of time travelling at regional level
Driving and self-motivation
Quality Customer (internal / external) satisfaction oriented
Capability to work with potentially critical situations and stress
The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS
Safety. Integrity.Respect. Teamwork. Diversity & Inclusion.
OUR STRATEGIC PRIORITIES
Customer Focus
Operational Excellence
High-Performance Culture
Innovation
Financial Strength
OUR BEHAVIORS
Own It
Act With Urgency
Foster a Customer-First Mindset
Think Big and Execute
Lead by Example
Drive Continuous Improvement
Learn and Seek Out Development
#LI-LS1
The anticipated salary range for this role in Tognana, Italy is between **€ and **€ gross per year (based on a full-time working week). Certain roles may be eligible for variable compensation and benefits. Where applicable, a comprehensive overview of the full benefits package and any additional compensation will be provided durin