Service Offering Specialist

Vertiv Group Corporation; Westerville (OH); On-site; USD 120,000 - 170,000; Full time

Job summary

Vertiv Group Corporation in Westerville, OH seeks a Global Service Offer Manager for DX Thermal & Thermal Controls Products. You will define, develop, and manage service offerings across global markets, partnering with Product Management, Engineering, Quality, Regional Service, and Training teams to deliver value, reliability, and an exceptional customer experience.

This role leads NPDI readiness, pricing, and release of service offerings, ensures integration into product configurators, and

Qualifications

• Bachelor's degree in engineering or equivalent technical experience.
• Experience with HVAC and mission-critical data center equipment design, installation, maintenance, and operation.
• Ability to translate customer insights into actionable service requirements.
• Strong problem-solving, data analysis, and project management skills.
• Excellent written and verbal communication skills.

Responsibilities

• Lead service deliverables through the NPDI process for product launches.
• Define, price, and release service offerings with regional teams.
• Ensure service offerings are integrated into product configurators at release.
• Gather customer feedback to reflect service requirements in designs.
• Provide spare-parts lists and stocking guidance to regional teams.
• Maintain accurate, region-specific customer-facing documentation.
• Monitor field service issues post-launch and support resolutions.
• Support startups to validate installation, setup, and operation of new products.
• Collaborate with Sustaining Engineering on design updates.
• Support End-of-Sales/End-of-Life planning for installed base.
• Deliver service-offering presentations for NPDI reviews and launches.

Skills

HVAC knowledge

Cross-functional collaboration

Problem solving

Data analysis

Project management

Strong communication

Travel readiness

Customer-focused

Microsoft Office / Smartsheet

Education

Bachelor's degree in engineering

Tools

Microsoft Office

Smartsheet

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 Specialist 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 customers 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 5+ 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 LOBs 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.

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