Technical Customer Success Supervisor

nVent; Warszawa; On-site; PLN 118,000 - 245,000; Full time

Benefits offered by this job

Private health care

Pension plan

Stock purchase plan

Language courses

Rewards program

Holiday contributions

Canteen/Meal passes

Job summary

nVent in Warsaw is seeking a skilled Technical Customer Success leader to establish and run a dedicated desk across two time zones, guiding a small team from day one.

You will own the escalation model, write runbooks, maintain knowledge base, and partner with Product Management and Engineering on recurring issues. The role also covers admin leadership for the European CS team and on-call standby. Fluent English is required; German or French is a plus.

Qualifications

• Technical degree or equivalent training is preferred; candidates with service ops experience will be considered.
• 5+ years in technical support or customer care, ideally in equipment/industrial settings.
• Proven track record running a support desk against defined SLAs.
• Experience building workflows, escalation models, knowledge bases, and rosters.
• Experience leading teams across locations and time zones.
• Fluent English; German or French is a strong advantage.

Responsibilities

• Lead and develop the Technical Customer Success Specialists across two locations.
• Own the escalation model and determine L1/L2/L3 routing and when to involve engineers.
• Set case handover standards and measure handover quality.
• Establish case-volume baselines and report SLA metrics monthly.
• Own the knowledge base and runbooks for the customer self-service portal.
• Handle complex cases personally and be the contact for critical incidents.
• Coordinate with Product Management and Engineering on recurring issues.

Skills

Fluent English

Leadership

Process improvement

Escalation management

Knowledge base

Cross-location coordination

German or French

Education

Technical degree or equivalent

Tools

Salesforce Service Cloud

Job description

We're looking for people who put their innovation to work to advance our success - and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions. This is a build role. Data Solutions is establishing a dedicated technical customer success desk across EMEA and APAC, and you will lead it from the first day it exists - a team of two to begin with, one desk operating across two time zones, and no process yet written. You will also act as the local administrative lead for the European Customer Service team based in Warsaw, providing day-to-day guidance and support alongside your core Technical Customer Success responsibilities. Where capacity allows, you will extend that support to customer requests beyond post-sales, working alongside the wider Customer Service function.

Key responsibilities

• Lead and develop the Technical Customer Success Specialists across two locations - objectives, coaching and performance.
• Own the escalation model: what the desk resolves at L1, what goes to Global Service at L2 or L3, what reaches Engineering at L4, and when to consult a Field Application Engineer instead of escalating at all.
• Set and enforce the case handover standard, and review handover quality as a measured item rather than an assumed one.
• Establish the case-volume baseline and report against the service level measures monthly.
• Own the knowledge base and the runbooks, so capability sits in written procedure and not in one person, and contribute the content that feeds the customer self-service portal.
• Handle complex and escalated cases personally, and act as the point of contact for critical incidents.
• Feed recurring field issues to Product Management and Engineering as a structured quarterly input.
• Work with Global Service and certified partners on warranty, spares and dispatch.
• Contribute to the Quote-to-Cash improvement program where support and customer care intersect.
• Act as the local administrative lead for the European Customer Service team in Warsaw, providing day-to-day guidance and support, and extend that support to customer requests beyond post-sales where capacity allows.
• 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.

Required qualifications

• Technical degree, diploma or equivalent technical training is an advantage but not required; equivalent experience in service operations or customer care will also be considered.
• Five or more years in technical support, service operations or customer care, ideally within an equipment or industrial environment.
• Demonstrated experience running a support desk or service queue against defined service levels - not only working in one.
• Evidence of building process where it did not previously exist: a workflow, an escalation model, a knowledge base, a rota.
• Experience leading or coordinating people, including across locations and time zones.
• Fluent English.
• German or French a strong advantage given the European customer base.

Preferred qualifications

• Exposure to data center cooling or power distribution equipment is an advantage.
• Salesforce Service Cloud or equivalent, including reporting and queue configuration.
• Experience of a support function serving both direct customers and channel partners.
• Continuous improvement experience - Kaizen, Lean or equivalent.

WE HAVE:

A dynamic global reach with diverse operations around the world that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day nVent is a leading global provider of electrical connection and protection solutions. We believe our inventive electrical solutions enable safer systems and ensure a more secure world. We design, manufacture, market, install and service high performance products and solutions that connect and protect some of the world's most sensitive equipment, buildings and critical processes. We offer a comprehensive range of systems protection and electrical connections solutions across industry-leading brands that are recognized globally for quality, reliability and innovation. Our principal office is in London and our management office in the United States is in Minneapolis. Our robust portfolio of leading electrical product brands dates back more than 100 years and includes nVent CADDY, ERICO, HOFFMAN, ILSCO, SCHROFF and TRACHTE. Learn more at www.nvent.com. Commitment to strengthen communities where our employees live and work We encourage and support the philanthropic activities of our employees worldwide Through our nVent in Action matching program, we provide funds to nonprofit and educational organizations where our employees volunteer or donate money Core values that shape our culture and drive us to deliver the best for our employees and our customers. We're known for being: Innovative & adaptable Dedicated to absolute integrity Focused on the customer first Respectful and team oriented Optimistic and energizing Accountable for performance

Benefits

Benefits to support the lives of our employees Pay Transparency nVent's pay scale is based on the expected range of base pay for this job and the employee's work location. Employee pay within this range will be based on a combination of factors including knowledge, skills, abilities, experience, education, and performance. Monthly Gross Compensation Range: zł10.575,00 - zł21.975,00 Per Month Depending on the position offered, employee may be eligible for other forms of compensation, such as annual or long-term incentives. Benefits At nVent, we value our people and their health and well-being. We provide a broad benefits package with meaningful programs for eligible employees that includes:

• Comprehensive Private Health Care (including dental coverage)
• Retirement Pension Plan for long-term financial security
• Employee Stock Purchase Plan to share in company success 100% Funded
• Language Courses and subsidies for further studies
• Reward & Recognition Program to celebrate your achievements
• Christmas & Holiday contributions
• Canteen / Meal passes

#LI-CP1 #LI-Onsite #INDLPCN

At nVent, we are committed to equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by national, federal, state or local law.