Technical Support and Training Thermal Management - EMEA

This combined role focuses on managing technical issue resolution while also ensuring effective training across the services teams.

Job Summary

As Thermal Technical Trainer you are responsible for providing product and procedural training for a range of Vertiv Thermal Management and 3rd party products, for Vertiv staff and customers.

One of the main goals is to ensure the Vertiv team’s who need it, have the required level of training to complete their tasks in a competent and safe manner.

Delivery of customer familiarization training also forms another deliverable, either conducted on client sites where possible or conducted within an EMEA Training facility.

You will generally deliver training based on the centrally provided Vertiv Academy courses, however development of future courses by the trainer will also be required.

Providing technical support for Vertiv internal business teams, working around the training commitments that the role entails, will also form part of the role.

The Technical Resolution Manager supporting EMEA is responsible for providing product and procedural technical support for a range of Vertiv Thermal Management and 3rd party products, for Vertiv employees and customers. Primarily operating in the South region, however will be reporting to an EMEA wide senior manager and duties will be aligned to demands across the region, providing great scope to provide support across the region.

One of the main goals is to ensure the Vertiv teams who need it have the required level of technical support to complete their tasks in a competent and safe manner.

Providing second level technical support for Vertiv Thermal Management products and systems to Vertiv internal service teams and Vertiv partners and customers will form a large part of the role, working closely with the delivery teams, central technical support teams, Vertiv academy and trainers.

The role will support with training requirements for Vertiv internal service teams and customers, assisting the Vertiv Academy certified trainers and directly supporting delivery of some training requirements.

Duties and Responsibilities

All activities are to be performed in line with company policies. These include, but are not limited to International Trade Compliance policy, Data Retention Policy, GDPR regulations, etc.

Technical Support & Training

• Provision of thermal technical support to internal Vertiv service teams, partners and customers.
• Participation in regular thermal technical forums to discuss and share technical knowledge as required.
• Site visits to work on specific thermal technical cases will be required from time to time, you will be viewed as a technical expert who can provide both a high level of analysis and interaction
• Development of information and processes to help business teams manage technical data and Thermal system lifecycle management.
• Identifying where the business can make use of innovation in either processes or practical technology will also be a focus, to assist the department and business continually improve
• Working with all stakeholder teams to manage, track, successfully complete and report on items generated from the field change notice process.
• Support the training requirements for our Vertiv service teams and customers
• Support development of future training material and courses for products and services
• Assist, work on new product review processes and service readiness reviews
• Ensure that safety is a key priority in all works planned and undertaken for all staff involved or in the areas of work, working in line with Vertiv’s EHS procedures
• Promote a culture of safety, integrity and high standards of workmanship for all teams
• Promote and foster a culture of continual improvement, driving operational excellence reviews and initiatives
• Assist with the development and roll out of new service technology systems, tools and solutions
• Work with other technical and training team members to completed root cause analysis reports and develop EMEA best practice standards for root cause reporting

Training and Self-Development

Vertiv will provide suitable training to enable the role to fulfil the listed duties and responsibilities. This may be via formal training courses or through on-the-job training via coaching / mentoring.

Self-development will also form part of the role identifying suitable courses and experiences required that will be beneficial and where applicable keeping up with engineering

knowledge and practices. Note that courses should not be booked without prior authorization from Vertiv management.

People Responsibilities

None

Interactions

The Thermal Technical support & Training engineer will be required to interact with all departments internally within Vertiv and external customers where necessary.

Knowledge, Skill and Abilities

• Proven experience in service operations management / technical support management for thermal management offers and systems.
• Strong analytical and problem-solving skills.
• Large amount of practical experience with Thermal systems and engineering roles
• Experience in communicating with people and presenting
• Excellent written and oral communication skills
• Effective team interaction skills
• Demonstrated analytical ability
• Excellent interpersonal skills
• Highly motivated and independent
• The successful candidate will be a competent and highly regarded individual who has experience in working in a number of technical scenarios with thermal management systems with internal and external customers
• Excellent technical knowledge on thermal management systems
• Positive and dynamic attitude to complying with deadlines and objective
• Advanced level of English

Time Travel Required

• 25%