EMEA Technical and Training Support Director

London - UK

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

Description

POSITION SUMMARY

Vertivs 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 Vertivs 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 clients sites 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.

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

Required Experience:

Director

DescriptionPOSITION SUMMARYVertivs 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 cu...

Description

POSITION SUMMARY

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.

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 Vertivs 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 clients sites 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.

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

Required Experience:

Director

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About Company

Vertiv Group

Work Authorization No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need s ... View more

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