EMEA Technical and Training Support Director

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Job Description

POSITION SUMMARY

Vertiv'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 co-ordination with central technical support, NPDI and supply chain teams.

Training processes will be assessed, standardized and enhanced in close co-ordination with the Vertiv Academy teams. The successful candidate will implement improvements in close co-ordination with Global standardization projects, in addition to ensuring the business technical support and training functions can scale in line with business growth.

RESPONSIBILITIES

1. Management of Local and Central Technical Support, NPDI & Training Teams

• Lead, mentor, and develop a high-performing team, fostering a culture of excellence and continuous improvement.
• Unify all technical support and training team members under one management structure, to cover direct and indirect demands

2. Technical Support

• Development 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 resources.
• Ensure all processes are to be implemented and operated in strict compliance with Vertiv's EHS policies and procedures.
• Foster 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 members.
• Ensure all warranty and quality processes are followed to effectively log, process and conclude all items.
• Ownership of the field change notice processes including development of effective notification, planning, monitoring and closure processes following successful completion.

3. Training

• Plan and deliver business training to internal Vertiv teams, mainly but not limited to the Academy Training facilities.
• Work in close collaboration with Vertiv Academy teams.
• Develop future training material and courses for products and services that are not covered by the Academy Training materials.
• Plan and deliver familiarization training to clients for Vertiv products and services, either on client's site's or at the Academy Training facility.
• Standardization and maintenance of accurate and timely records of training completed and training planned, regularly meet with the training and operations teams to pro-actively plan .
• Management of the training area's and equipment, to ensure all required training equipment is available, maintained and the facilities are safe and fit for purpose.

4. NPDI & Service Readiness

• Ensure 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 teams
• Develop 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 undertaken.

5. Standardisation, Optimisation and Continual Improvement

• In 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 reporting
• Support the development, implementation and maintenance of business IT solutions

6. Demand Analysis and Headcount Planning

• Using business data, forecast headcount planning to effectively manage business demands
• Analyze 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 support
• Collaborate with global teams where there is opportunity to maximize use of team members across regions to increase utilization all resources within the business

QUALIFICATIONS AND EXPERIENCE

• Proven experience in service operations management / technical support management
• Strong analytical and strategic planning skills, Excellent communication and presentation skills.
• Strong experience continual improvement processes
• Experience working in a multi-country, matrixed organisation.
• Demonstrated ability to influence and collaborate across functions and seniority levels.
• Excellent communication and presentation skills.
• Degree in Business, Operations, Engineering, or related field beneficial

TIME TRAVEL REQUIRED

• 25%