Manager Thermal Service Operations

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.

Under general direction, the Manager Site Thermal Services leads a field directed service business focused on safe work practice and operational excellence. Deploys and maintains standardized tools, systems and support for the assigned Site Based team. 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. Ensures overall operational excellence and service growth. Fosters a team environment while providing regular performance feedback, development, and coaching. Requires extensive interaction and relationship building with internal and external customers.

Essential Duties and Responsibilities

• Builds and motivates teams to execute Service’s sold solutions including, Site Based Contract Delivery, Product Startup and warranty support, systems upgrades and T&M business growth.
• Drives profitable growth initiatives through effective management of assigned assets (people, financial and material). Manages assigned assets in a manner that meets or exceeds key performance goals (KPI’s).
• Builds an environment that energizes team members to provide high quality, cost efficient, customer-directed service and exceed performance targets (KPI’s).
• Ensures tools and processes are executed per established standards to achieve customer satisfaction at the most effective cost.
• Analyzes operations processes and provide recommendations for improvements. Analyzes service operations to identify improvement areas. Implements required changes.
• Leads local 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 Vertiv/Liebert Services and the local team.
• Drives Vertiv safety programs and policies while supporting an overall safe working environment.
• Drives operational review meetings, reviewing safety and operational excellence performance metrics.
• Executes other managerial responsibilities, , 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.

Supervisory Responsibilities

• Leads the execution efforts of the field directed service business. Ensures consistency of delivery systems across the service centers.
• Manages a defined team of Service Supervisors and technicians with a focus on delivering best in class thermal services delivery and overall responsibilities of customer facing field service engineers (FSR’s).
  • Audits the effectiveness of service operations and makes changes to improve performance. Ensures that contractual obligations are completed, and customer satisfaction is achieved.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

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  Action Oriented
  – Enjoys hard work; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes opportunities when they arise.
• 
  Building Effective Teams
  – Creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; lets subordinates present to senior management; acts as if real success is the success of the team.
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  Customer Focus - Is dedicated to meeting the expectations and…