Quality Customer Experience & Complaints management

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

Who are we?

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 $6.9 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.

We are currently seeking a Quality Customer Experience and Complaints Analyst -to join our dynamic team in Tognana, Italy!

Job description:

The Quality Customer Experience and Complaints Analyst will support the new Products during their introduction into the market being the point of contact between other Company depts (NPDI Teams) to guarantee the most efficient Customer cases resolution.

What you will be doing?

• Provide quality technical support to all involved depts
• Manage in timely manner assigned customer cases, from opening to resolution, providing quality / technical support
• If needed involves for analysis and tests the Lab in order to find the solutions for issues owned
• Arrange and manage complaints / 8D meetings progress updating with Top Management / Internal Deps (Sales, Service, Engineering, …) both remotely and, if requested, in field where necessary
• Produce where appropriate Root Cause Analysis Report and present it internally and externally
• Proactively participate to cases reviews providing feedback and quality / technical support to the team
• Could, in case of need, analyse warranty cases technically and justify acceptance/refusal
• Provide information to the internal Departments on the quality of the product through regular inputs coming from the cases daily analysed and attending to the periodical meeting organized at the purpose of improving the product quality by Quality, R&D and Manufacturing
• Prepare and distribute the Quality information that the company needs to prevent the issues including new controls-checks- inspections-additional test-… fixing / updating with new CTQ the QCP / Check List / Procedure / Manufacturing Instructions,..
• Prepare the documents needed for the release of trainings to the Manufacturing Operators/Testers over the products
• Contribute to NPDI process, supporting relevant NPDI Engineers
• Products family supported: Chillers (Free cooling, Adiabatic), Large Packaged Units, Evaporative Cooling Units
• Any needed 8D Reports open from Customer complaint from EMEA Market Unit (18) and Distributors (70)

What will make you successful -

• School Background
  • Secondary school with technical specialization (mechanical, electrical or electronic) or higher
• Language skills
  • Good written and spoken English with knowledge of the main technical language/words used in the relevant product application business
• Technical / Functional skills
  • 5+ years of experience with industrial chillers and air conditioners
    • Well balanced mix of mechanical, thermodynamic and control/software knowledge.
    • Quality Customer, Service, R&D, Laboratory or testing/commissioning experience preferable
    • Good writing and verbal communication skills
    • Good organizational and time management skills
    • Possess 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.
• Attitudes
  • Good written and communication skills
    • Oriented to self-organization of office and Quality activities
    • Flexibility and capability of organizing and managing short terms actions plan of short /mid duration.
    • Availability to spend up to 10%-20% of time travelling at regional level
    • Driving and self-motivation
    • Quality Customer (internal / external) satisfaction oriented
    • Capability to work with potentially critical situations and stress

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

#LI-LS1

The anticipated salary range for this role in Tognana, Italy is between 30.000€ and 40.000€ gross per year (based on a full-time working week). Certain roles may be eligible for variable compensation and benefits. Where applicable, a comprehensive overview of the full benefits package and any additional compensation will be provided during the recruitment process in accordance with local legal requirements. Compensation is determined based on objective, gender-neutral criteria, including skills, experience, and job responsibilities.