Data Center Technical Customer Success Engineer

nVent; Warszawa; On-site; PLN 79,000 - 164,000; Full time

Benefits offered by this job

Comprehensive Private Health Care

Retirement Pension Plan

Employee Stock Purchase Plan

Language Courses and subsidies for etc

Reward & Recognition Program

Christmas & Holiday contributions

Canteen / Meal passes

Job summary

nVent seeks a technical customer success professional in Poland to act as the first point of contact for post-sales support for liquid cooling and power distribution equipment. You will diagnose, coordinate with field teams, and escalate when needed, while maintaining ownership of the customer relationship and ensuring timely resolution.

You will document interactions in Salesforce, work with Quality and Supply Chain on logistics, and contribute to knowledge-base creation for self-service

Qualifications

• Technical degree, diploma or equivalent technical training is an advantage but not required; equivalent experience in a customer-facing service role will also be considered.
• Fluent German and English.
• Polish an advantage, not required.
• One to three years in technical support, customer service in a technical environment, or hands-on servicing of electrical or mechanical equipment.
• Comfortable working with technical documentation and product information well enough to follow a diagnostic procedure and describe what is happening.
• Able to manage a high volume of calls, email and tickets without losing quality or responsiveness.
• Composed with a customer whose operation is affected, and precise in writing about it afterwards.

Responsibilities

• Act as the first point of contact for post-sales technical support, by phone, email, portal and ticket.
• Validate case completeness and accuracy, confirm product eligibility and support entitlement, classify by product line, issue type and severity, acknowledge to the customer and start the service level clock.
• Carry out first-line diagnosis against documented procedures, the knowledge base and product documentation, and resolve what can be resolved from the desk.
• Work directly with technicians on site, taking their findings and turning them into a case others can act on.
• Consult the Field Application Engineering team on technical questions the desk cannot answer, without handing the case away.
• Escalate to Global Service at L2 or L3 to the handover standard set out below, and retain ownership of the case and of the customer relationship while it is escalated.
• Record every interaction, troubleshooting step and part replacement in Salesforce.
• Coordinate with Quality, Supply Chain and Production on warranty, spare parts and service logistics.
• Write and maintain knowledge-base articles and troubleshooting guides, including content that feeds the customer self-service portal.
• Confirm resolution with the customer before a case is closed.
• Participate in a scheduled on-call standby rota outside regular working hours. Standby duties will be planned in advance and may include weekday evenings and, where legally permitted and operationally required, limited weekend coverage. Any actual work performed during an on-call period will be recorded and compensated in accordance with applicable Polish labour law and company policies.

Skills

Fluent German

Fluent English

Polish (advantage)

Technical support experience

Excellent written communication

Customer-facing demeanor

Education

Technical degree or equivalent training (advantage)

Tools

Salesforce Service Cloud

Job description

nVent seeks a technical customer success professional in Poland to act as the first point of contact for post-sales support for liquid cooling and power distribution equipment. You will diagnose, coordinate with field teams, and escalate when needed, while maintaining ownership of the customer relationship and ensuring timely resolution.

You will document interactions in Salesforce, work with Quality and Supply Chain on logistics, and contribute to knowledge-base creation for self-service