Quality Customer Experience & Complaints management
pbWho are we? /b /p pAt Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $6.9 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people. /p pWe are currently seeking a bQuality Customer Experience and Complaints Analyst - /bto join our dynamic team in bTognana, Italy! /b /p h3Job description: /h3 pThe Quality Customer Experience and Complaints Analyst will support the new Products during their introduction into the market being the point of contact between other Company depts (NPDI Teams) to guarantee the most efficient Customer cases resolution. /p h3What you will be doing? /h3 ul liProvide quality technical support to all involved depts /li liManage in timely manner assigned customer cases, from opening to resolution, providing quality / technical support /li liIf needed involves for analysis and tests the Lab in order to find the solutions for issues owned /li liArrange and manage complaints / 8D meetings progress updating with Top Management / Internal Deps (Sales, Service, Engineering, …) both remotely and, if requested, in field where necessary /li liProduce where appropriate Root Cause Analysis Report and present it internally and externally /li liProactively participate to cases reviews providing feedback and quality / technical support to the team /li liCould, in case of need,
analyse warranty cases technically and justify acceptance/refusal /li liProvide information to the internal Departments on the quality of the product through regular inputs coming from the cases daily analysed and attending to the periodical meeting organized at the purpose of improving the product quality by Quality, RD and Manufacturing /li liPrepare and distribute the Quality information that the company needs to prevent the issues including new controls-checks- inspections-additional test-… fixing / updating with new CTQ the QCP / Check List / Procedure / Manufacturing Instructions,.. /li liPrepare the documents needed for the release of trainings to the Manufacturing Operators/Testers over the products /li liContribute to NPDI process, supporting relevant NPDI Engineers /li liProducts family supported: Chillers (Free cooling, Adiabatic), Large Packaged Units, Evaporative Cooling Units /li liAny needed 8D Reports open from Customer complaint from EMEA Market Unit (18) and Distributors (70) /li /ul h3What will make you successful - /h3 ul liSchool Background ul liSecondary school with technical specialization (mechanical, electrical or electronic) or higher /li /ul /li liLanguage skills ul liGood written and spoken English with knowledge of the main technical language/words used in the relevant product application business /li /ul /li liTechnical / Functional skills ul li5+ years of experience with industrial chillers and air conditioners ul liWell balanced mix of mechanical, thermodynamic and control/software knowledge. /li liQuality Customer, Service, RD,
Laboratory or testing/commissioning experience preferable /li liGood writing and verbal communication skills /li liGood organizational and time management skills /li liPossess a positive attitude and flexibility in a rapidly changing environment /li liDetail oriented and self-motivated with the ability to work without direct supervision /li liProficient PC skills including all Microsoft Office products and web-based technologies. /li /ul /li /ul /li liAttitudes ul liGood written and communication skills ul liOriented to self-organization of office and Quality activities /li liFlexibility and capability of organizing and managing short terms actions plan of short /mid duration. /li liAvailability to spend up to 10%-20% of time travelling at regional level /li liDriving and self-motivation /li liQuality Customer (internal / external) satisfaction oriented /li liCapability to work with potentially critical situations and stress /li /ul /li /ul /li /ul pThe successful candidate will embrace Vertiv’s Core Principals Behaviors to help execute our Strategic Priorities. /p h3OUR CORE PRINCIPALS /h3 pSafety. Integrity.Respect. Teamwork. Diversity Inclusion. /p h3OUR STRATEGIC PRIORITIES /h3 ul liCustomer Focus /li liOperational Excellence /li liHigh-Performance Culture /li liInnovation /li liFinancial Strength /li /ul h3OUR BEHAVIORS /h3 ul liOwn It /li liAct With Urgency /li liFoster a Customer-First Mindset /li liThink Big and Execute /li liLead by Example /li liDrive Continuous Improvement /li liLearn and Seek Out Development /li /ul p#LI-LS1 /p pThe anticipated salary range for this role in Tognana, Italy is between 30.000€ and 40.000€ gross per year (based on a full-time working week). Certain roles may be eligible for variable compensation and benefits. Where applicable, a comprehensive overview of the full benefits package and any additional compensation will be provided during the recruitment process in accordance with local legal requirements. Compensation is determined based on objective, gender-neutral criteria, including skills, experience, and job responsibilities. /p #J-18808-Ljbffr
analyse warranty cases technically and justify acceptance/refusal /li liProvide information to the internal Departments on the quality of the product through regular inputs coming from the cases daily analysed and attending to the periodical meeting organized at the purpose of improving the product quality by Quality, RD and Manufacturing /li liPrepare and distribute the Quality information that the company needs to prevent the issues including new controls-checks- inspections-additional test-… fixing / updating with new CTQ the QCP / Check List / Procedure / Manufacturing Instructions,.. /li liPrepare the documents needed for the release of trainings to the Manufacturing Operators/Testers over the products /li liContribute to NPDI process, supporting relevant NPDI Engineers /li liProducts family supported: Chillers (Free cooling, Adiabatic), Large Packaged Units, Evaporative Cooling Units /li liAny needed 8D Reports open from Customer complaint from EMEA Market Unit (18) and Distributors (70) /li /ul h3What will make you successful - /h3 ul liSchool Background ul liSecondary school with technical specialization (mechanical, electrical or electronic) or higher /li /ul /li liLanguage skills ul liGood written and spoken English with knowledge of the main technical language/words used in the relevant product application business /li /ul /li liTechnical / Functional skills ul li5+ years of experience with industrial chillers and air conditioners ul liWell balanced mix of mechanical, thermodynamic and control/software knowledge. /li liQuality Customer, Service, RD,
Laboratory or testing/commissioning experience preferable /li liGood writing and verbal communication skills /li liGood organizational and time management skills /li liPossess a positive attitude and flexibility in a rapidly changing environment /li liDetail oriented and self-motivated with the ability to work without direct supervision /li liProficient PC skills including all Microsoft Office products and web-based technologies. /li /ul /li /ul /li liAttitudes ul liGood written and communication skills ul liOriented to self-organization of office and Quality activities /li liFlexibility and capability of organizing and managing short terms actions plan of short /mid duration. /li liAvailability to spend up to 10%-20% of time travelling at regional level /li liDriving and self-motivation /li liQuality Customer (internal / external) satisfaction oriented /li liCapability to work with potentially critical situations and stress /li /ul /li /ul /li /ul pThe successful candidate will embrace Vertiv’s Core Principals Behaviors to help execute our Strategic Priorities. /p h3OUR CORE PRINCIPALS /h3 pSafety. Integrity.Respect. Teamwork. Diversity Inclusion. /p h3OUR STRATEGIC PRIORITIES /h3 ul liCustomer Focus /li liOperational Excellence /li liHigh-Performance Culture /li liInnovation /li liFinancial Strength /li /ul h3OUR BEHAVIORS /h3 ul liOwn It /li liAct With Urgency /li liFoster a Customer-First Mindset /li liThink Big and Execute /li liLead by Example /li liDrive Continuous Improvement /li liLearn and Seek Out Development /li /ul p#LI-LS1 /p pThe anticipated salary range for this role in Tognana, Italy is between 30.000€ and 40.000€ gross per year (based on a full-time working week). Certain roles may be eligible for variable compensation and benefits. Where applicable, a comprehensive overview of the full benefits package and any additional compensation will be provided during the recruitment process in accordance with local legal requirements. Compensation is determined based on objective, gender-neutral criteria, including skills, experience, and job responsibilities. /p #J-18808-Ljbffr