POSITION SUMMARY
- Drive customer satisfaction and product field quality improvements. Interface with the customer and Vertiv leadership to understand current issues, report performance metrics, and present 8D’s. Organization cross functional teams to drive issue resolution utilizing discipline problem solving techniques. Minimize customer operational risk when field issues, defects, recalls, or performance degradation events occur.
RESPONSIBILITIES
- Provide monthly reports on offer performance and share with Regional Management and Global BU Quality Leaders. Present during Quality MBR when needed:
- Field failure pareto per product line (customer claims)
- Tech Support statistics
- Top customers / countries
- List of improvement actions (together with global BU and manufacturing plant)
- CoQ plant (mostly warranty)
- RTY with plant
- FFPY and Early Life Failures on the field <90 days (with services)
- Red Flags
- Lead major escalations orchestration and resolution per BU, including GSA cases (Google, Microsoft…). Present metrics and issue resolution to the customers. Drive cross-functional teams to deliver containment and preventative actions with urgency.
- Understand product roadmap evolution and secure readiness by regional BU quality and other relevant stakeholders. Regular follow up with global BU quality and/or Offer Management in the region.
- Monitor manufacturing quality performance for respective BU offers and support as needed.
- Act as nexus among plants producing same BU products:
- Homogenize methods and processes across plants producing the same offers.
- Regional quality representative for BU Quality QBRs and associated data source, as needed
- Review RCA / 8D documents and aligned with other relevant stakeholders (project, business, etc…).
- Be the respective site quality leaders when applicable.
QUALIFICATIONS
- Bachelor´s degree, solid background in Quality, Manufacturing Operations and Customer Success Management
- 10+ years of experience and at least 5 years on a Manager level position
- Proficient in English
Requirements:
- Problem solving mindset
- Robust of customer satisfaction skills, stakeholder management
- Solid collaboration and partnership skills to work on a cross-functional level across different departments and levels of the Organization
- Excellent communication skills, both written and verbal
- Excellent organizational, analytical and interpersonal skills
- Ability to work and multi-task in a fast-paced environment
- Proficient in data analysis; ability to develop performance metrics and goals based on product and process data.
- Generate and present reports using Excel, PowerPoint and Vertiv system applications.
- Direct and relative experience conducting Root Causes and Correct Actions using 8D problem solving or similar techniques.
- Knowledge of Failure Modes and Effects Analysis (FMEA)
- Process evaluation and capability analysis - Six Sigma (DAMIC) experience a plus
- Knowledge in electrical, mechanical and firmware design and development, reliability and test validation
- Experience in product development cycle processes including production release, supplier qualification requirements, production qualification / validation processes and production testing.
- Working knowledge of power/electrical equipment, preferably in the data center market
PHYSICAL & ENVIRONMENTAL DEMANDS
TIME TRAVEL REQUIRED
The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.
OUR STRATEGIC PRIORITIES
- Customer Focus
- Operational Excellence
- High-Performance Culture
- Innovation
- Financial Strength
OUR BEHAVIORS
- Own It
- Act With Urgency
- Foster a Customer-First Mindset
- Think Big and Execute
- Lead by Example
- Drive Continuous Improvement
- Learn and Seek Out Developmen 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. With $4.4 billion in sales, a strong customer base and global reach in nearly 70 countries, our move to establish a standalone business enables us to deliver greater value to our customers and create new opportunities for our people.
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 [email protected]
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.
