POSITION SUMMARY

Under general direction, the Site Based Program Manager leads a field directed service business focused on safe work practice and operational excellence. Deploys and maintains standardized tools, systems and support for the assigned Site Based team. Manages resources to maximize customer satisfaction and improve productivity and profitability, delivers customer satisfaction plans including contract commitments, service level agreements, and service asset management. Effectively recruits, develops repeatable processes and ensures consistent customer delivery of Site-Based Services. Ensures overall operational excellence and contract profitability. Fosters a team environment while providing regular KPI performance feedback, development, and coaching. Requires business knowledge and a focus on continuous improvement.

RESPONSIBILITIES

Builds teams and Programs needed to execute Service’s Site Based contract delivery, parts management, training collateral, and new contract mobilization.
Drives profitable contract deliverable initiatives through effective management of assigned assets (people, financial and material). Manages assigned people resources in a manner that meets or exceeds key performance goals (KPI’s).
Builds an environment that energizes team members to provide high quality, cost efficient, customer-directed service and exceed performance targets (KPI’s).
Ensures tools and processes are executed per established standards to achieve customer satisfaction at the most effective cost.
Analyzes operations processes and provide recommendations for improvements. Analyzes service operations to identify improvement areas. Implements required changes.
Leads local effort to drive and strengthen customer loyalty programs that secure and retain service contract customers.
Drives Vertiv safety programs and policies while supporting an overall safe working environment.
Drives operational review meetings, reviewing safety and operational excellence performance metrics.
Executes other managerial responsibilities, i.e., hiring, performance reviews consistent with established business strategy. Prepares and delivers clear performance expectations, performance reviews and development plans for direct reports teaming with the appropriate matrix functional manager as required. Ensures a consistent level of coaching, which includes, monthly 1-1’s and operational reviews.
Primarily focused on the standards and new contract deployments across North America. This position leads the execution efforts of the field directed service business. Ensures consistency of delivery systems across the service centers.
Manages the roll out of Site Based Service contract with supervisors and technicians with a focus on delivering best in class thermal services delivery. As new contracts are deployed, the Deployment Leader will execute the Vertiv “playbook” for effectively implementing and executing a Site Based delivery model
- Audits the effectiveness of service operations and makes changes to improve performance. Ensures that contractual obligations are completed, and customer satisfaction is achieved.

QUALIFICATIONS

Graduate of Engineering or Business and six years’ experience OR Graduate of applicable Technical School or Military equivalent and nine years minimum same or similar work experience. OR High school education or equivalent and ten years minimum same or similar work experience.
Experience with continuous improvement is a plus in this role
A high degree of communication, supervisory, organizational and management skills are required
High-level competence in written and verbal communication. Strong presentation skills and proficiency in speaking to large audiences.
Able to lead and direct diverse teams.
Strong knowledge of Thermal an Critical Power Infrastructure Services.
A good theoretical background and strong management skills are necessary.
Communicate effectively, in writing and verbally, with clients, peers and management.
Good judgment, dependable, supervises large-scale projects with technical expertise and good business management skills.
Strong computer skills including editing, formatting and using templates in Microsoft Word, Excel, PowerPoint, and use of Internet for standards/products/manufacturer research.
Willing to work flexible hours, weekends, holidays and night work.
Able to travel up to 50% of time.
Valid Driver’s License.

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

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

Customer Focus
Operational Excellence
High-Performance Culture
Innovation
Financial Strength

OUR 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

At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $5 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.

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. 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 help.join@vertivco.com. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers

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.

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Site Based Program Manager