Technical Resolution Manager

The Technical Resolution Manager (TRM) for Vertiv Cooling is responsible for managing complex technical challenges, ensuring efficient problem resolution, and providing technical leadership for Vertiv’s cooling products and solutions in the UK. This role involves acting as the key point of contact for escalated issues, collaborating with cross-functional teams, and delivering exceptional customer support to maintain high levels of client satisfaction and product reliability.

Key Responsibilities:

Technical Expertise & Troubleshooting

• Act as the subject matter expert (SME) for Vertiv cooling systems, including precision cooling, thermal management, and related technologies.
• Diagnose and resolve complex technical issues affecting cooling system performance.
• Provide expert guidance to field service teams, partners, and customers on troubleshooting and repairs.
• Conduct root cause analysis and implement corrective actions for recurring problems.

Escalation Management

• Serve as the escalation point for unresolved technical issues, ensuring prompt and effective resolution.
• Coordinate with engineering, R&D, and product teams to address and resolve system design or manufacturing-related issues.
• Track and manage the lifecycle of technical escalations, documenting solutions and identifying trends.

Customer Support & Communication

• Maintain proactive communication with customers during the resolution process, ensuring transparency and timely updates.
• Collaborate with sales and service teams to address customer concerns and improve product performance.
• Provide post-resolution follow-ups to ensure customer satisfaction and operational efficiency.

Process Improvement

• Identify patterns in technical issues and recommend process or product improvements to minimize recurrence.
• Contribute to the development of knowledge base articles, technical guides, and training materials.
• Lead technical training sessions for internal teams and partners to enhance their expertise in Vertiv cooling systems.

Collaboration & Reporting

• Work closely with cross-functional teams, including R&D, quality assurance, and service teams, to improve product reliability and customer experience.
• Prepare and present reports on key metrics, including resolution timelines, recurring issues, and customer satisfaction.

Qualifications:

• Education:

• Bachelor’s degree in Mechanical Engineering, Electrical Engineering, HVAC, or a related technical qualification.

• Experience:
• 5+ years of experience in technical support, field engineering, or product management, preferably in HVAC or precision cooling systems.
• Experience with data centers, telecom, or industrial cooling systems is a strong advantage.
• Technical Skills:
• Strong understanding of cooling technologies, thermal management principles, and associated hardware/software systems.
• Proficiency in diagnostic tools and methodologies for cooling equipment.
• Soft Skills:
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal abilities to engage with diverse teams and clients.
• Ability to work under pressure and manage multiple priorities effectively.

Preferred Experience:

• Familiarity with Vertiv’s product portfolio and related industry standards.
• Experience in data centre environments and critical infrastructure cooling solutions.

Employment Type: Full-Time

Reports To: UK Thermal Engineering Manager

This position plays a crucial role in maintaining the reliability and customer trust in Vertiv cooling solutions while driving continuous improvement initiatives across technical services.