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:

• 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.
• Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; talks and acts with customers in mind.
• Drive for Results – Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results.
• Directing Others – Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with subordinates on work and results.
• Organizing – Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Graduate Engineer BSEE or BSME and six years’ experience OR Graduate of applicable Technical School or Military equivalent and nine years minimum same or similar work experience. OR High school education or equivalent and ten years minimum same or similar work experience.
• 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.
• Strong knowledge of Critical Power Infrastructure Services & related industry standards, such as OHSA and OH&S
• 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 projects with technical expertise and good business management skills.
• Strong computer skills including editing, formatting and using templates in Microsoft Word, Excel, PowerPoint, and use of Internet for standards/products/manufacturer research.
• Willing to work flexible hours, weekends, holidays and night work.
• Able to travel up to 50% of time.
• Valid Driver’s License.
• Candidate will be required to complete and pass a pre-employment background check.

Notes: Vertiv will make reasonable accommodations whenever necessary for all qualified employees or candidates with disabilities (as defined by applicable law), provided that (1) the individual is otherwise qualified to safely perform the essential functions of the job and (2) such accommodations due not impose an undue hardship.

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 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 $5 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.