Quality Experience & Complaints Analyst - Global Support

Vertiv Co; Piove di Sacco; On-site; EUR 30,000 - 40,000; Full time

Job summary

Vertiv Co in Tognana, Italy seeks a Quality Customer Experience and Complaints Analyst to support new products during market introduction, acting as the contact between NPDI teams to ensure efficient resolution of customer cases.

The role covers providing technical support, managing cases from opening to resolution, conducting root cause analyses, and contributing to product quality improvements with QA, R&D and manufacturing.

Qualifications

• 5+ years of experience with industrial chillers and air conditioners.
• Strong technical, analytical and problem-solving abilities.
• Good written and verbal communication skills.
• Willingness to travel up to 10-20% regionally.

Responsibilities

• Provide quality technical support to all involved depts
• Manage in timely manner assigned customer cases, from opening to resolution, providing quality / technical support
• Involved in analysis and tests in the Lab to find solutions for issues owned
• Arrange and manage complaints / 8D meetings with Top Management / Internal Deps
• Produce Root Cause Analysis Report and present internally and externally
• Participate in case reviews providing feedback and quality/technical support
• Analyze warranty cases technically and justify acceptance/refusal when needed
• Provide information on product quality to internal departments via daily case analysis and periodic meetings
• Prepare and distribute quality information to prevent issues with new CTQ, QCP, procedures
• Prepare documents for trainings to Manufacturing Operators/Testers
• Contribute to NPDI process, supporting NPDI Engineers
• Products family: Chillers, Large Packaged Units, Evaporative Cooling Units
• Open 8D reports for customer complaints from EMEA and distributors

Skills

Quality mindset

Customer support

Technical writing

Analytical skills

Communication skills

English proficient

Education

Technical background

Tools

Microsoft Office

Lab testing

Job description

Vertiv Co in Tognana, Italy seeks a Quality Customer Experience and Complaints Analyst to support new products during market introduction, acting as the contact between NPDI teams to ensure efficient resolution of customer cases.

The role covers providing technical support, managing cases from opening to resolution, conducting root cause analyses, and contributing to product quality improvements with QA, R&D and manufacturing.