Key Strategic Account Lead

Role Overview

This position focuses on safeguarding the quality experience of the organization’s most critical customers. The role is centered on maintaining strong client relationships, tracking how Vertiv solutions perform at customer sites, and coordinating swift resolution of complex issues so that customer value and revenue growth are protected.

Key Responsibilities

• Track everyday issues tied to key strategic account projects and keep an eye on the related non-conformance system.
• Push for timely closure of bugs and defects on a daily basis.
• Investigate issues on key strategic account projects using the 8D problem-solving method.
• Prepare and share daily updates on quality performance for strategic account projects.
• Assist plant quality leaders in carrying out 8D-based root cause analysis for strategic account matters.
• Coordinate internal Vertiv teams to resolve customer-impacting issues quickly and effectively.
• Identify underlying causes and lead continuous improvement actions, including collaboration with the global quality BU team.
• Support investigations of critical escalations alongside technical support and engineering teams.
• Work with the customer experience and services teams to review failure patterns such as startup, commissioning, and transport-related issues, and to define containment and improvement measures.
• Ensure complaint-management records are complete, accurate, and aligned with the real situation.
• Lead root cause identification and the creation and rollout of corrective and preventive actions.
• Review failure reports and recommend corrective measures for problems affecting strategic accounts.
• Build and maintain a strong working relationship with plant quality teams to support smooth product releases into manufacturing-quality support, while representing the customer’s voice.
• Collaborate closely with Engineering, Service, Manufacturing, and Product Management to improve product and service quality.
• Work with Supplier Quality teams whenever their involvement is needed.
• Handle additional tasks and responsibilities as assigned.

Qualifications

The role calls for either a four-year degree in Engineering or a related discipline, or at least four years of direct experience in quality assurance. A blend of education and experience is also acceptable. Candidates should be comfortable using word processing tools, relational databases, data analysis tools, spreadsheets, planning software, and desktop publishing applications. Strong capability in data analysis and structured problem-solving is important, along with solid communication and presentation skills for audiences at different levels and sizes. Familiarity with quality standards and business frameworks such as ISO 9000 is also required.

Additional Information

This role involves 15%–20% travel. Applications from candidates requiring work authorization sponsorship are not eligible. The employer states that only individuals legally authorized to work in the United States may be considered, and temporary visa holders such as E, F-1, H-1, H-2, L, B, J, or TN are not eligible now or in the future. No calls or agencies, please. The company also confirms its equal opportunity hiring policy, covering hiring, employment terms, mobility, training, compensation, and occupational health without discrimination on the basis of age, race, color, religion, creed, sex, pregnancy-related conditions, marital status, sexual orientation, gender identity or expression, genetic information, citizenship, national origin, protected veteran status, political affiliation, or disability.