Thermal Services Region Director - Westerville

POSITION SUMMARY

At Vertiv, we design, manufacture, and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments.  We are the trusted Service Provider for 70% of Fortune 500 companies, including industry-leading data centers and providers of colocation and cloud service.

Why Vertiv is the best company for Field Service professionals:

• Vertiv is an industry leader in Technology and Services with a best-in-class Customer Service and Safety culture
• Company leaders have many years of hands-on Field Service experience in this industry and many others
• Tremendous focus is placed on employee technical and leadership development
• Technical Training takes place in our state of the art Training Academy or Regional Training Center with a strong focus on immersive, hands-on learning
• Competitive benefits include: Company vehicle, smartphone, laptop, personal protective equipment (PPE), other tools-of-the-trade, 401k, Profit Sharing, & Generous PTO/Vacation Plan, Medical, Vision & Dental & more
• Abundant technical resources including 24/7 Technical/Factory Support and technical online libraries of product documentation, work instructions, and self-help troubleshooting guides
• Company-wide commitment to promoting a strong work/life balance
• An employer-of-choice for Veterans with technical backgrounds

The Thermal Services Region Director is responsible for overall operations and customer experience in the North America Region.  Leads a field directed thermal service business focused on safe work practice and operational excellence. Responsible for resource optimization, commercial relationships and decision making, & developing talent. Deploys and maintains standardized tools, systems, and support for the assigned Area & District teams. Manages resources to maximize customer satisfaction and improve productivity and profitability, delivers customer satisfaction plans including contract commitments, service level agreements, and service asset management. Effectively recruits, develops, and retains employees. Fosters a team environment while providing regular performance feedback, development, and coaching. Requires extensive interaction and relationship building with internal and external customers.

RESPONSIBILITIES

• Provides strategic direction, consistent with Vertiv Core values and mission statement for North America.
• Works closely with sales and offering teams to create and establish executing plans for new programs that deliver profitable growth.
• Leads effort to drive and strengthen customer loyalty programs that secure and retain service contract customers. Leverages internal and external relationships by actively networking with sales professionals, customer’s decision-making associates, all of which enhance the local reputation of Liebert Services and the local team.
• Drives profitable growth through effective management of assigned assets (people, financial and material). Manages assigned people and assets in a manner that meets or exceeds key performance goals (KPI’s).
• Together with sales teams and local business partners, manages the appropriate assignment of customer accounts between service operations. Manages escalations through team approach and delivers best outcomes for customer and overall business.
• Review proposals, reports, expense accounts, job files, and other region documentation and sign contracts consistent with limits of authority.
• Hold regular periodic meetings to promote effective region communication. This includes participating on Key Account Business Reviews, annual operating plans, and discretionary budget/cost forecasts in addition to associate succession planning.
• Builds an environment that energizes team members to provide high quality, cost efficient, customer-directed service and exceed performance targets (KPI’s).
• Analyzes operations processes and provide recommendations for improvements. Analyzes service operations to identify improvement areas. Implements required changes.
• Executes other managerial responsibilities, i.e., hiring, performance reviews consistent with established business strategy. Prepares and delivers clear performance expectations, performance reviews and development plans for direct reports teaming with the appropriate matrix functional manager as required. Ensures a consistent level of coaching, which includes: monthly 1-1’s and operational reviews.
  • Recommends and supports thermal team staffing requirements for assigned Districts. Serves as a communication channel to share the best practice strategies and results that will enable growth.
  • Drives monthly operational review meetings, reviewing safety and operational excellence performance metrics.  Ensures that tools and processes are executed per established standards to achieve customer satisfaction at the most effective cost. 

Supervisory Responsibilities

• Manages service delivery in of the overall thermal services business throughout the United States, generally includes a team of Field Supervisors, District Managers, and Site Based Service leaders.       Overall responsibility for the local managers who lead our large team of field service engineers (CE’s). Leads the execution efforts of the field directed service business & ensure consistency of delivery systems across the service centers.
• Audits the effectiveness of service operations and makes changes to improve performance. Ensures that contractual obligations are completed and customer satisfaction is achieved.

QUALIFICATIONS

• A bachelor’s degree in a Business or Engineering degree preferred and ten years minimum work experience in a service and or construction related industry.  Experience with financial metrics and reporting tool and basic understanding of accounting is required.   Master’s degree in business is also desirable.
• A high degree of communication, supervisory, organizational and management skills are required
• High-level competence in written and verbal communication. Strong presentation skills and proficiency in speaking to large audiences.
• Able to lead and direct diverse teams of field technicians and local supervisors.
• Strong knowledge of thermal equipment and mechanical systems. Experience with data center cooling systems and controls is desirable.
• A good theoretical background and strong management skills are necessary.
• Communicate effectively, in writing and verbally, with clients, peers and management.
• Good judgment, dependable, supervises large-scale continuous improvement projects with technical expertise and good business management skills.
• Strong computer skills including Oracle databases and basic use of Microsoft Word, Excel, PowerPoint, and use of Internet for standards/products/manufacturer research.

PHYSICAL & ENVIRONMENTAL DEMANDS

• None

TIME TRAVEL REQUIRED

• 50% travel
• Willing to work flexible hours, weekends, holidays and night work.
• Valid Driver’s License.

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 Development

At 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 $5 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. 

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 help.join@vertivco.com. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers

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.