EMEA Service Regional Thermal Technical Support Manager

Summary
JOB DESCRIPTION
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 Regional Tech Support, within the Service organization, is a key component to keep Vertiv offering at the highest level in the Industry.
Service Regional Technical Support Organization is split in different Teams, each responsible for various Technologies (AC/DC Power, Thermal, Racks, Integrated Modular Systems, Energy Storage, etc.).
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 Functions
The EMEA Service Thermal Technical Support Manager is overall responsible for the technical aspects and strengths of our EMEA Service Thermal delivery and has to ensure that technologies contribute to reinforcing our overall business strategy. This includes:
Ensure the appropriate Health and Safety standards are implemented and respected

• Ensuring 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 efficiency.
• Strengthening regional technical team competencies in the core areas of the business and fostering technical maturity across EMEA Thermal Service Operations.
• Ensure the technical escalated cases across EMEA are timely assigned to the team and addressed by the team to achieve best in class resolution lead time.
• Develop new competencies or new technical disciplines where appropriate to achieve the service business objectives.
• Support the technical aspects of the service offering and contribute developing new service products.
• Actively manage the technical aspects of life cycle of the installed base.
• Cooperate with academy and central technical support to ensure training plans match the training needs of the service organization.
• Assure the coordination of warranty cases technical approval and review.
• Follow the RCAR activity around EMEA being the interface between MU, central technical support and Quality teams.
• Manage the flow of Field Change Notices and relevant actions EMEA is concerned.
• Ensure seamless cooperation of Service with Central Technical Support, Quality and R&D to ensure continuous strengthening of product quality.
• Ensure Service presence and voice during New Product Development (NPDI) process.
• Coordinate the EMEA readiness process to introduce new products in field and manage tech support forums to spread the knowledge around Tech Community.
• Foster and lead the implementation of the Regionalized Tech support structure.
  

Additional Responsibilities
Work with the Global and Central Tech Support teams to harmonized common practices and tools.

• Continuously update technical knowledge and learn new product and service offerings of your team.
• Continuously maintain awareness of competitor offerings, strengths and weaknesses.
• Log, track and drive resolution of product effectiveness issues (internal and customer).
• Lead training delivery activities in full coordination with central training academy in EMEA.
  

Reporting Relationships
This position will report directly to the EMEA Services - Head of Technical Support and Training.
Interactions

• R&D and Central Technical Support.
• Quality teams & Factory teams.
• Counter partners outside EMEA.
• Executive Management and functional representatives for Service and CoE organizations.
• Academy organization.
• Operations and MKTG Service organizations.
• Warranty admin team.
• Regional operations directors and country Service managers.
• Customers.
  

Position Eligibility Requirements

• Travel Required –approximately 25%
  

Minimum Qualifications

• 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 va