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For Companies At a Glance
- Tasks: Lead and enhance technical support and training across EMEA for innovative power and thermal products.
- Company: Join a global leader in critical digital infrastructure and continuity solutions.
- Benefits: Competitive salary, travel opportunities, and a chance to shape the future of tech support.
- Why this job: Make a real impact by driving improvements and supporting teams across multiple countries.
- Qualifications: Experience in service operations and strong analytical skills are essential.
- Other info: Dynamic role with opportunities for growth and collaboration in a diverse environment.
The predicted salary is between 72000 - 108000 £ per year.
Please note this is not an IT Technical Support leadership role.
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 Power, Thermal product technologies. 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.
RESPONSIBILITIES
- 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.
- 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.
- 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 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 areas and equipment, to ensure all required training equipment is available, maintained and the facilities are safe and fit for purpose.
- 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.
- 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.
- 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 of 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 in 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% time travel.
EMEA Product Technical and Training Director employer: Vertiv
Contact Detail:
Vertiv Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land EMEA Product Technical and Training Director
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its products. Understand their challenges and think about how your skills can help solve them. This shows you’re not just interested in any job, but specifically in what they do.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. The more comfortable you are talking about your experience and skills, the better you’ll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace EMEA Product Technical and Training Director
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of EMEA Product Technical and Training Director. Highlight your experience in service operations management and any relevant technical support roles. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this position. Share specific examples of how you've driven standardisation and continual improvement in previous roles. Let us know what makes you tick!
Showcase Your Leadership Skills: Since this role involves leading and mentoring teams, be sure to highlight your leadership experience. Talk about how you've developed high-performing teams and fostered a culture of excellence. We love to see candidates who can inspire others!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company and values.
How to prepare for a job interview at Vertiv
✨Know Your Stuff
Make sure you have a solid understanding of Vertiv’s products and services, especially in Power and Thermal technologies. Brush up on the latest trends in technical support and training processes, as well as any recent developments in the industry. This will show that you're not just interested in the role but are also knowledgeable about what it entails.
✨Showcase Your Leadership Skills
Since this role involves managing and mentoring teams, be prepared to discuss your leadership style and experiences. Think of specific examples where you've successfully led a team through challenges or implemented improvements. Highlight how you foster a culture of excellence and continuous improvement.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities and how you handle technical support scenarios. Prepare to discuss how you would develop and implement standardised processes for technical support logging and communication. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Collaboration
This role requires working closely with various teams, so be ready to talk about your experience in cross-functional collaboration. Share examples of how you've effectively communicated and worked with different departments to achieve common goals, especially in a multi-country or matrixed organisation.
