Quality Manager, Customer Support

Job DescriptionAt 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 revenue, 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.

We are now on the lookout for a Quality Manager, Customer Support to join our dynamic team in Rugvica, Croatia! You will be responsible for complete management of the arising warranty issues within EMEA region for Global Solutions Line of Business. The purpose of this role is to consistently deliver post construction services by properly managing the warranty process, incoming warranty notifications and facilitating relationships with clients, subcontractors and Vertiv staff across many countries. You will also ensure that corporate operational and financial demands are satisfied and are compliant with all legal and regulatory requirements.

The role is also expected to assist the development and improvement efforts across regions, departments and teams. In Croatia there are 2 LoB production – Custom IMS (Integrated Modular solutions) with projects for Edgeconnex, Equinix, STC, etc, and Custom Thermal units like Supernap, as well as production of thermal unit type DP400. Your Working Day Will Look Like This Managing day to day activities and providing direction regarding incoming customer claims and warranty notification. Process and administer all non-conformity notifications according to manufacturers’ specifications, productively interfacing with our customers, manufacturers, suppliers and subcontractors, and our sales, products, service and design departments.

Build and maintain good customer relations. Log and track non-conformity issues by tagging with case number, status, completion and other information. Make and/or present purchasing and repair guidance based on data analysis. Arrange shipping of parts to the producer/subcontractor or distributor, or to be scrapped. Negotiate with all parties to resolve disputes. Reconcile all warranty receivables with payments through the appropriate accounting schedule. Follow up on payment of outstanding notifications in accordance to Vertiv Financial Procedures and back-to-back warranties by suppliers/subcontractors. Ensure development, implementation and update of required documentation and procedural manuals applicable to warranty.

Establish monthly warranty recovery goals based on fleet age and equipment type . Generate weekly/biweekly report metrics on non-conformity status, following vertiv reporting procedures. Manage the regional alignment of global warranty procedures and processes. Define and implement corrective / preventive measures to ensure accurate and appropriate warranty management and its processes and products. Support to the sales management team in sales efforts. Working with the engineering team to receive inputs and resolve issues. Organize and manage lessons learned initiatives within the department. Training/mentoring personnel. Adhere to the health & safety company regulations. Any other task that the superior may assign.

Travel 10% across EMEA region. You Will Bring Bachelor's degree business, engineering, maintenance, operations, project management, quality or equivalent field. 5-7 years of experience in warranty or project management, service, supply chain, repair, diagnostics, standard repair practices, data center operations/management, quality control methods, tools and techniques. General legal and product liability knowledge required. Mechanical background a plus. Experience with customer support and/or supplier quality. English written and spoken. Strong networking and teamwork abilities, problem-solving skills and analytical capabilities, customer driven, presentation and computer skills. Valid driver’s license required. Eligible to obtain passport.

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 StrengthOUR 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 DevelopmentVertiv 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. Apply directly to this job ad and take the first step towards a career with Vertiv!