Product Specialist

Vertiv Corporation; Westerville (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

Vertiv Corporation, based in Westerville, OH, seeks a Global Service Offer Manager for DX Thermal & Thermal Controls to define and manage service offerings lifecycle. You will collaborate across Product Management, Engineering, Quality, and Regional Service to ensure value, reliability, and a superior customer experience globally.

The role covers NPDI-driven product launches, offering pricing, release, and integration into configurators, and ensuring field issues are resolved through

Qualifications

• Bachelor's degree in engineering or 10+ years of technical/service experience.
• Experience with HVAC and mission-critical data center equipment Design, Installation, Maintenance, and Operation.
• Strong collaboration skills with the ability to build effective cross-functional relationships.
• Clear understanding of Thermal System controls and Protocols.
• Ability to translate customer insights into actionable service requirements.
• Demonstrated skills in problem-solving, data analysis, and project management.
• Excellent written and verbal communication skills.
• Minimum 25% travel supporting prototype Design reviews/ Testing & Customer site visits.
• Collaboration with other LOB's utilizing our equipment for a multiple LOB solution.
• Customer-focused mindset with the ability to balance strategic and tactical priorities.

Responsibilities

• Lead service deliverables through the NPDI process to ensure readiness for product launch.
• Define, price, and release service offerings in collaboration with regional service offering teams, ensuring all scopes of work are complete.
• Ensure service offerings are correctly integrated into product configurators at release.
• Gather voice-of-customer feedback during design reviews and ensure service requirements are reflected in final product designs.
• Provide recommended spare-parts lists and stocking guidance to regional service teams.
• Maintain accurate, region-specific customer-facing documentation and collateral.
• Monitor field Service issues post-launch and support issue identification, containment, and resolution.
• Support initial startups to validate installation, setup, and operation of new products.
• Partner with Sustaining Engineering on design updates related to component changes or field issues.
• Support End-of-Sales and End-of-Life planning to ensure ongoing serviceability for the installed base.
• Deliver service-offering presentations for NPDI phase-gate reviews and support product launch activities.
• Regional Technical Service escalation point. If the Regional Technical Service team cannot resolve a field issue it will be escalated to our Line of Business.
• These issues could also come directly to the Line of Business directly for resolution. You'll work with product management and the Design/Sustaining engineering teams to resolve the issue.
• Field Service presence from the Line of Business. Like the above bullet point that requires Line of Business involvement at times mainly for technical reasons we will represent the Line of Business to help resolve field issues at a customer's site.
• Design decision point of reference. On occasion your input will be requested to provide feedback on design decisions or selected components based on your experience/knowledge of Mission Critical cooling equipment.
• Subject Matter expert when reviewing Prototype Designs and Prototype testing.
• Review of initial design choices prior to Service and VOC feedback.
• Provide feedback on the design, question design choices and serviceability.
• Review testing set-up and methods of test.
• This would require travel to the Thermal design / testing facilities (US/Mexico/China/Italy/Slovakia/India).
• Product Subject Matter Expert when other Line of Businesses are selecting our equipment as an overall solution.
• Will collaborate with the other LOBs with support of Design, Installation, Set-up and Start-up of our equipment as well as system level testing to validate the solution level design.

Skills

Cross-functional collaboration

Problem-solving

Data analysis

Project management

Written and verbal communication

Customer focus

Travel readiness

Stakeholder management

Executive collaboration

Microsoft Office

Education

Bachelor's degree in engineering

Tools

Smartsheet

Microsoft Office

Job description

Job Description

Global Service Offer Manager - DX Thermal & Thermal Controls Products Location: Westerville, OH Department: DX Thermal / Thermal Management

About the Role

The Global Service Offer Manager for DX Thermal & Thermal Controls Products is responsible for defining, developing, and managing the lifecycle of service offerings that support our DX Thermal & Thermal Controls portfolios. In this role, you will work cross-functionally with Product Management, Engineering, Quality, Regional Service, and Training teams to ensure our service offerings deliver exceptional value, reliability, and customer experience across global markets.

Responsibilities

• Lead service deliverables through the NPDI process to ensure readiness for product launch.
• Define, price, and release service offerings in collaboration with regional service offering teams, ensuring all scopes of work are complete.
• Ensure service offerings are correctly integrated into product configurators at release.
• Gather voice-of-customer feedback during design reviews and ensure service requirements are reflected in final product designs.
• Provide recommended spare-parts lists and stocking guidance to regional service teams.
• Maintain accurate, region-specific customer-facing documentation and collateral.
• Monitor field Service issues post-launch and support issue identification, containment, and resolution.
• Support initial startups to validate installation, setup, and operation of new products.
• Partner with Sustaining Engineering on design updates related to component changes or field issues.
• Support End-of-Sales and End-of-Life planning to ensure ongoing serviceability for the installed base.
• Deliver service-offering presentations for NPDI phase-gate reviews and support product launch activities.
• Regional Technical Service escalation point. If the Regional Technical Service team cannot resolve a field issue it will be escalated to our Line of Business.
• These issues could also come directly to the Line of Business directly for resolution. You'll work with product management and the Design/Sustaining engineering teams to resolve the issue.
• Field Service presence from the Line of Business. Like the above bullet point that requires Line of Business involvement at times mainly for technical reasons we will represent the Line of Business to help resolve field issues at a customer's site.
• Design decision point of reference. On occasion your input will be requested to provide feedback on design decisions or selected components based on your experience/knowledge of Mission Critical cooling equipment.
• Subject Matter expert when reviewing Prototype Designs and Prototype testing.
• Review of initial design choices prior to Service and VOC feedback.
• Provide feedback on the design, question design choices and serviceability.
• Review testing set-up and methods of test.
• This would require travel to the Thermal design / testing facilities (US/Mexico/China/Italy/Slovakia/India).
• Product Subject Matter Expert when other Line of Businesses are selecting our equipment as an overall solution.
• Will collaborate with the other LOBs with support of Design, Installation, Set-up and Start-up of our equipment as well as system level testing to validate the solution level design.

Requirements

• Bachelor's degree in engineering or 10+ years of technical/service/field support experience.
• Experience with HVAC and mission-critical data center equipment Design, Installation, Maintenance, and Operation.
• Strong collaboration skills with the ability to build effective cross-functional relationships.
• Clear understanding of Thermal System controls and Protocols.
• Ability to translate customer insights into actionable service requirements.
• Demonstrated skills in problem-solving, data analysis, and project management.
• Excellent written and verbal communication skills.
• Minimum 25% travel supporting prototype Design reviews/ Testing & Customer site visits.
• Collaboration with other LOB's utilizing our equipment for a multiple LOB solution.
• Customer-focused mindset with the ability to balance strategic and tactical priorities.
• Ability to work confidently with all organizational levels, including executives.
• Curiosity about emerging technologies and market trends regarding service offering of Mission critical Cooling products.
• Proficiency in Microsoft Office, Smartsheet, and related business tools.

About Us

The successful candidate will embrace Vertiv's Core Principles & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPLES: Safety. Integrity. Respect. Teamwork. Inclusion.

Our Strategic Priorities

• High-Performance Culture
• Customer Focus
• Operational Excellence
• Innovation
• Financial Strength

Vertiv 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
• Promote transparent & open communication

About Vertiv Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers' vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today's data centers, communication networks, and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Work Authorization

No calls or agencies please.

Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer.

We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.

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