Product Specialist

Global Service Offer Manager - DX Thermal & Thermal Controls Products

Location: Westerville, OH

Department: DX Thermal / Thermal Management

About the Role

The Global Service Offer Manager for DX Thermal & Thermal Controls Products is responsible for defining, developing, and managing the lifecycle of service offerings that support our DX Thermal & Thermal Controls portfolios. In this role, you will work cross-functionally with Product Management, Engineering, Quality, Regional Service, and Training teams to ensure our service offerings deliver exceptional value, reliability, and customer experience across global markets.

Responsibilities:

• Lead service deliverables through the NPDI process to ensure readiness for product launch.
• Define, price, and release service offerings in collaboration with regional service offering teams, ensuring all scopes of work are complete.
• Ensure service offerings are correctly integrated into product configurators at release.
• Gather voice-of-customer feedback during design reviews and ensure service requirements are reflected in final product designs.
• Provide recommended spare-parts lists and stocking guidance to regional service teams.
• Maintain accurate, region-specific customer-facing documentation and collateral.
• Monitor field Service issues post-launch and support issue identification, containment, and resolution.
• Support initial startups to validate installation, setup, and operation of new products.
• Partner with Sustaining Engineering on design updates related to component changes or field issues.
• Support End-of-Sales and End-of-Life planning to ensure ongoing serviceability for the installed base.
• Deliver service-offering presentations for NPDI phase-gate reviews and support product launch activities.
• Regional Technical Service escalation point. If the Regional Technical Service team cannot resolve a field issue it will be escalated to our Line of Business. These issues could also come directly to the Line of Business directly for resolution. You’ll work with product management and the Design/Sustaining engineering teams to resolve the issue.
• Field Service presence from the Line of Business. Like the above bullet point that requires Line of Business involvement at times mainly for technical reasons we will represent the Line of Business to help resolve field issues at a customer’s site.
• Design decision point of reference. On occasion your input will be requested to provide feedback on design decisions or selected components based on your experience/knowledge of Mission Critical cooling equipment.
• Subject Matter expert when reviewing Prototype Designs and Prototype testing. Review of initial design choices prior to Service and VOC feedback. Provide feedback on the design, question design choices and serviceability. Review testing set-up and methods of test. This would require travel to the Thermal design / testing facilities (US/Mexico/China/Italy/Slovakia/India).
• Product Subject Matter Expert when other Line of Businesses are selecting our equipment as an overall solution. Will collaborate with the other LOBs with support of Design, Installation, Set-up and Start-up of our equipment as well as system level testing to validate the solution level design.

Requirements:

• Bachelor’s degree in engineering or 10+ years of technical/service/field support experience.
• Experience with HVAC and mission-critical data center equipment Design, Installation, Maintenance, and Operation.
• Strong collaboration skills with the ability to build effective cross-functional relationships.
• Clear understanding of Thermal System controls and Protocols.
• Ability to translate customer insights into actionable service requirements.
• Demonstrated skills in problem-solving, data analysis, and project management.
• Excellent written and verbal communication skills.
• Minimum 25% travel supporting prototype Design reviews/ Testing & Customer site visits. Collaboration with other LOB’s utilizing our equipment for a multiple LOB solution.
• Customer-focused mindset with the ability to balance strategic and tactical priorities.
• Ability to work confidently with all organizational levels, including executives.
• Curiosity about emerging technologies and market trends regarding service offering of Mission critical Cooling products.
• Proficiency in Microsoft Office, Smartsheet, and related business tools.

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