Technical Customer Success Specialist

We’re looking for people who put their innovation to work to advance our success - and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.

We’re looking for people who put their innovation to work to advance our success - and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.

Data Solutions is building a dedicated technical customer success desk from the ground up. You are the first person a customer, a field service engineer or a service partner reaches when something is wrong with our liquid cooling or power distribution equipment - and you own that case from the moment it arrives until the customer confirms it is resolved, including the time it spends with other teams.

WHAT YOU WILL EXPERIENCE IN THIS POSITION:

• Act as the first point of contact for post-sales technical support, by phone, email, portal and ticket.
• Validate case completeness and accuracy, confirm product eligibility and support entitlement, classify by product line, issue type and severity, acknowledge to the customer and start the service level clock.
• Carry out first-line diagnosis against documented procedures, the knowledge base and product documentation, and resolve what can be resolved from the desk.
• Work directly with technicians on site, taking their findings and turning them into a case others can act on.
• Consult the Field Application Engineering team on technical questions the desk cannot answer, without handing the case away.
• Advance to Global Service at L2 or L3 according to the handover standard below. Retain ownership of the case and customer relationship during this process.
• Record every interaction, fixing step and part replacement in Salesforce.
• Coordinate with Quality, Supply Chain and Production on warranty, spare parts and service logistics.
• Write and maintain knowledge-base articles and fixing guides, including content that feeds the customer self-service portal.
• Confirm resolution with the customer before a case is closed.
• Take part in the extended-hours rota and the on-call standby roster.

YOU HAVE:

• Academic background in BE / B. Tech in Electrical or Mechanical Engineering
• Previous experience in or with - 1 - 3 years in technical support, customer service in a technical environment, or hands-on servicing of electrical or mechanical equipment

Skills

• Able to manage a high volume of calls, email and tickets without losing quality or responsiveness.
• Composed with a customer whose operation is affected, and precise in writing about it afterwards

WE HAVE:

• A dynamic global reach with diverse operations around the world that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day

  • nVent is a leading global provider of electrical connection and protection solutions. We believe our inventive electrical solutions enable safer systems and ensure a more secure world. We design, manufacture, market, install and service high performance products and solutions that connect and protect some of the world's most sensitive equipment, buildings and critical processes. We offer a comprehensive range of systems protection and electrical connections solutions across industry-leading brands that are recognized globally for quality, reliability and innovation.

  • Our principal office is in London and our management office in the United States is in Minneapolis. Our robust portfolio of leading electrical product brands dates back more than 100 years and includes nVent CADDY, ERICO, HOFFMAN, ILSCO, SCHROFF and TRACHTE. Learn more at www.nvent.com.

• Commitment to strengthen communities where our employees live and work

  • We encourage and support the philanthropic activities of our employees worldwide

  • Through our nVent in Action matching program, we provide funds to nonprofit and educational organizations where our employees volunteer or donate money

• Core values that shape our culture and drive us to deliver the best for our employees and our customers. We’re known for being:

  • Innovative & adaptable

  • Dedicated to absolute integrity

  • Focused on the customer first

  • Respectful and team oriented

  • Optimistic and energizing

  • Accountable for performance

• Benefits to support the lives of our employees

At nVent, we connect and protect our customers with inventive electrical solutions. People are our most valuable asset. Inclusion and diversity means that we celebrate and encourage each other’s authenticity because we understand that uniqueness sparks growth.