Services Technical Support-Project Manager

POSITION SUMMARY

The Thermal FCN Program Manager leads the end-to-end Field Change Notice (FCN) for Thermal products from deployment through closure. This role organizes and runs the cross-functional cadence that connects Service Quality Engineering Supply Chain and regional leadership to validate issues approve service execute deployment and achieve timely campaign closure. The position also owns program reporting cost recovery tools and training readiness supplier engagement and accountability and customer/internal addition this role supports departmental metrics and dashboards (Smartsheet and Power BI) and drives continuous improvement across the Americas FCN process.

RESPONSIBILITIES

FCN Program Management:

• Plan and execute FCN deployment across the Americas for Thermal products ensuring scope schedule and quality objectives are met.
• Lead supplier negotiations to define level of responsibility and fiscal accountability; ensure recovery of costs associated with defects and rework.
• Identify secure and maintain required FCN tools and training; ensure field readiness for implementation.
• Track FCN field performance (adoption completion rates first-time-fix defects escaped) and drive corrective actions.
• Own FCN program reporting (cadence content insights) and cost recovery.
• Administer FCNs from release through closeout including documentation integrity and audit readiness.
• Manage customer and internal communications for FCNs tailoring messaging by audience and channel.
• Drive FCN campaign closure activities including verification of effectiveness and service end-date confirmation.
• Lead coordinate and track the Americas FCN process; manage and lead review meetings with appropriate business groups and the FCN team. Activities include issue validation approval of service with Factory Quality (responsible party) and posting/release of service information in Connected CE Technical Knowledge (CCE Knowledge).
• Organize and coordinate review of active FCN services with appropriate groups to determine service duration end dates closure activities and necessary communications.
• Provide FCN support for other Vertiv business groups to improve understanding of implementation and closure process phases.

Technical Support Metrics and Reporting Support:

• Develop and maintain department reports and metrics covering development implementation and closure.
• Design and maintain Smartsheet solutions to manage FCN development and implementation including Service Partners.
• Design and maintain dashboards (Smartsheet and Power BI) for critical department metrics; publish insights and drive corrective actions.

QUALIFICATIONS

Education & Qualifications:

• Bachelors degree or equivalent training and experience.
• Proven experience in program management and industry best practices
• CAPM or PMP certification and/or equivalent experience highly desirable.
• Demonstrated ability to run complex cross-functional programs.
• Experience in Smartsheet and Power BI required; power user preferred.
• Exceptional written and verbal communication; strong facilitation delegation and organizational skills.
• Positive attitude with flexibility in a rapidly changing environment; able to influence without authority.
• Detail-oriented and self-motivated with the ability to work without direct supervision.
• Proficient PC skills including Microsoft 365 and web-based technologies.
• Exceptional analytical and independent problem-solving skills with strong attention to detail.
• Experience with database management and business intelligence tools a plus.
• Track record of generating innovative ideas to streamline and simplify processes.
• Self-motivated and willing to take ownership of project goals; able to effectively prioritize and escalate issues.

POSITIONS ELIGIBILITY REQUIREMENTS

Travel Required: 10%

Drivers License Required: Yes

The successful candidate will reflect and embrace Vertivs Values and Behaviors:

OUR VALUES

• Acting Like an Owner
• Assuming Positive intent in all employee interactions
• Being passionate about your work
• Challenging yourself in personal development
• Being tireless in exceeding customer expectations
• Assisting others to be successful as a team
• Owning our own mistakes quickly
• Talking with people and NOT about them
• Creating a culture where people can be their best

OUR BEHAVIORS

• Be self-aware and learn
• Embrace the customer experience
• Think and act broadly
• Drive change and innovation
• Leverage diversity for organization effectiveness
• Foster collaborative relationships
• Take intelligent risks

At Vertiv we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design manufacture and service the mission-critical infrastructure technologies for vital applications in data centers communication networks and commercial and industrial environments.

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring terms of employment mobility training compensation and occupational health without discrimination as to age race color religion creed sex pregnancy status (including childbirth breastfeeding or related medical conditions) marital status sexual orientation gender identity / expression (including transgender status or sexual stereotypes) genetic information citizenship status national origin protected veteran status political affiliation or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position you can request help by sending an email to

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 sponsorship for work authorization now or in the future are not eligible for hire.