Quality Customer Experience & Complaints Analyst

Vertiv Co; Tognana; On-site; EUR 30,000 - 40,000; Full time

Job summary

Vertiv Co is seeking a Quality Customer Experience and Complaints Analyst to join our team in Tognana, Italy. The role focuses on supporting new product introductions and serving as the point of contact between NPDI and other departments to ensure swift, high-quality resolution of customer cases.

You will manage cases from opening to resolution, perform root cause analyses, and coordinate 8D meetings with internal teams, field involvement, and top management as needed.

Qualifications

• 5+ years of experience with industrial chillers and air conditioners.
• Excellent writing and verbal communication skills.
• Strong organizational and time management abilities.
• Flexible and adaptable in a fast-changing environment.
• Willingness to travel up to 10–20% regionally.

Responsibilities

• Provide quality technical support to internal departments and customers.
• Manage assigned customer cases from opening to resolution with high quality support.
• Coordinate analyses and tests with the Lab when needed to resolve issues.
• Arrange and manage 8D/RCAs and update stakeholders including top management.
• Produce Root Cause Analysis reports and present findings internally and externally.
• Contribute to case reviews with feedback and quality/technical support.
• Support warranty case analysis and decision justification when required.
• Deliver quality information to internal departments and participate in cross-functional reviews.

Skills

English (written & spoken)

Education

Technical secondary education (mechanical/electrical/electronic)

Tools

Microsoft Office

Job description

Vertiv Co is seeking a Quality Customer Experience and Complaints Analyst to join our team in Tognana, Italy. The role focuses on supporting new product introductions and serving as the point of contact between NPDI and other departments to ensure swift, high-quality resolution of customer cases.

You will manage cases from opening to resolution, perform root cause analyses, and coordinate 8D meetings with internal teams, field involvement, and top management as needed.