Senior Manager, Quality & Field Issue Resolution

Position Summary Drive customer satisfaction and product field quality improvements. Interface with the customer and Vertiv leadership to understand current issues, report performance metrics, and present 8D’s. Organize cross‑functional teams to drive issue resolution utilizing disciplined problem‑solving techniques. Minimize customer operational risk when field issues, defects, recalls, or performance degradation events occur. Responsibilities Provide monthly reports on offer performance and share with Regional Management and Global BU Quality Leaders. Present during Quality MBR when needed: Field failure pareto per product line (customer claims) Tech Support statistics Top customers / countries List of improvement actions (together with global BU and manufacturing plant) CoQ plant (mostly warranty) RTY with plant FFPY and Early Life Failures on the field Red Flags Lead major escalation orchestration and resolution per BU, including GSA cases (Google, Microsoft…). Present metrics and issue resolution to the customers. Drive cross‑functional teams to deliver containment and preventative actions with urgency. Understand product roadmap evolution and secure readiness by regional BU quality and other relevant stakeholders. Regular follow‑up with global BU quality and/or Offer Management in the region. Monitor manufacturing quality performance for respective BU offers and support as needed. Act as nexus among plants producing the same BU products: homogenize methods and processes across plants producing the same offers. Regional quality representative for BU Quality QBRs and associated data source, as needed. Review RCA / 8D documents and align with other relevant stakeholders (project, business, etc.). Be the respective site quality leaders when applicable. Qualifications BA or BS or equivalent experience. Engineering or Technical Field. 5+ years of experience. At least 3 years of professional engineering quality related experience. Requirements Excellent communication skills, both written and verbal. Excellent organizational, analytical and interpersonal skills. Ability to work and multi‑task in a fast‑paced environment. Proficient in data analysis; ability to develop performance metrics and goals based on product and process data. Generate and present reports using Excel, PowerPoint and Vertiv system applications. Direct and relative experience conducting Root Causes and Correct Actions using 8D problem‑solving or similar techniques. Knowledge of Failure Modes and Effects Analysis (FMEA). Process evaluation and capability analysis – Six Sigma (DAMIC) experience a plus. Knowledge in electrical, mechanical and firmware design and development, reliability and test validation. Experience in product development cycle processes including production release, supplier qualification requirements, production qualification / validation processes and production testing. Physical & Environmental Demands N/A Time Travel Required 25% Equal Opportunity Statement 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, marital status, sexual orientation, gender identity/expression, genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to View email address on click.appcast.io. #J-18808-Ljbffr Vertiv