What are the responsibilities and job description for the Thermal Technical Support Supervisor position at Vertiv?
POSITION SUMMARY
The Technical Support Supervisor oversees a team providing technical support to domestic and international customers, service providers, and engineers. This role involves managing the Oracle Engagement Cloud case and call queues, delegating tasks, and ensuring timely issue resolution. The Supervisor serves as an escalation point for Tier 1 associates, guiding daily operations, conducting progress meetings, and escalating issues to management as needed. Additional responsibilities include managing technical assistance requests, monitoring warranty processes, and creating reports for management. The Supervisor also ensures adherence to safety guidelines, participates in training, and leads special projects while developing key technical communications for internal and customer-facing purposes.
RESPONSIBILITIES
- Provide escalated technical support for Domestic and International customers, Service Providers, and Customer Engineers.
- Manage Oracle Engagement Cloud case queue and delegate ownership as necessary.
- Represent management in observing day to day operations of Tier 1 Technical Support.
- Manage multiple employees in a de-centralized work environment.
- Conduct regular meetings with employees to track progress.
- Escalate nonconformance to the daily assignments to management.
- Participate in daily Customer First meeting to review post-sale customer issues.
- Participate in Bi-weekly Thermal Engineering field issues meeting.
- Manage customer on-site Technical Assistance requests with Manager’s review/approval.
- Attend new product and self-development training classes.
- Develop technical/personal training plans for employees.
- Model and enforce Vertiv safety guidelines at all times.
- Participate in customer meetings and teleconferences as directed by management.
- Attend internal meetings and capture all key takeaways/action items and present to management.
- Monitor warranty review process and delegate ownership as necessary.
- Ensure warranty backlog are reviewed and processed within 30 days. Escalate backlog to Management.
- Run reports and develop analytical review of OEC case data to be presented to management.
- Update or develop service maintenance procedures for service technician and publication.
- Create Service Safety Bulletin, Field Alert, and Field Change Notice.
- Assist with new product Serviceability Verification Testing.
- Monitor phone system workgroups and ensure optimal associate availability.
- Develop and present technical webinars.
- Update management with key issues.
QUALIFICATIONS
- Minimum of four years HVAC and Refrigeration experience. Alternatively, military technical training or industrial HVAC certification with three years of relevant technical experience.
- Minimum of five years field service or three years’ experience in a Tech Support capacity in a related field.
- Knowledge and experience in HVAC and refrigeration technologies.
- Strong customer service communication and interaction skills.
- Excellent writing and verbal communication skills.
- Excellent organizational and time management skills.
- Possesses managerial skills of multiple employees.
- Possesses a positive attitude and flexibility in a rapidly changing environment.
- Detail oriented and self-motivated with the ability to work without direct supervision.
- Proficient PC skills including all Microsoft Office products and web-based technologies.
- Demonstrate ability in electrical circuit understanding and troubleshooting.
- Possesses leadership skills.
- Excellent writing and verbal communication skills.
- Knowledge of thermal legacy and current products.
- Interpersonal Skills, Professional, Reliable, Team Player.
PHYSICAL & ENVIRONMENTAL DEMANDS
- No special requirements
TIME TRAVEL REQUIRED
- 10% travel will be required, work flexible schedules, and maintain 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.