Technical Customer Success Specialist

We’re looking for people who put their innovation to work to advance our success – and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions. Data Solutions is building a dedicated technical customer success desk from the ground up. You are the first person a customer, a field service engineer or a service partner reaches when something is wrong with our liquid cooling or power distribution equipment — and you own that case from the moment it arrives until the customer confirms it is resolved, including the time it spends with other teams. Our customers run high-density data centers where a cooling fault is measured in minutes rather than hours. You will not be expected to fix everything yourself. You will be expected to understand quickly what you are being told, act on what can be handled from the desk and get the right specialist moving with everything they need. Because the function is new, you will help build it — the knowledge base, the troubleshooting guides, the workflow and the escalation routes that will carry the business as it grows. Key responsibilities Act as the first point of contact for post-sales technical support, by phone, email, portal and ticket. Validate case completeness and accuracy, confirm product eligibility and support entitlement, classify by product line, issue type and severity, acknowledge to the customer and start the service level clock. Carry out first-line diagnosis against documented procedures, the knowledge base and product documentation, and resolve what can be resolved from the desk. Work directly with technicians on site, taking their findings and turning them into a case others can act on. Consult the Field Application Engineering team on technical questions the desk cannot answer, without handing the case away. Escalate to Global Service at L2 or L3 to the handover standard set out below, and retain ownership of the case and of the customer relationship while it is escalated. Record every interaction, troubleshooting step and part replacement in Salesforce. Coordinate with Quality, Supply Chain and Production on warranty, spare parts and service logistics. Write and maintain knowledge-base articles and troubleshooting guides, including content that feeds the customer self-service portal. Confirm resolution with the customer before a case is closed. Participate in a scheduled on-call standby rota outside regular working hours. Standby duties will be planned in advance and may include weekday evenings and, where legally permitted and operationally required, limited weekend coverage. Any actual work performed during an on-call period will be recorded and compensated in accordance with applicable Polish labour law and company policies. Required qualifications: Technical degree, diploma or equivalent technical training is an advantage but not required; equivalent experience in a customer-facing service role will also be considered. Fluent German and English. Polish an advantage, not required. One to three years in technical support, customer service in a technical environment, or hands-on servicing of electrical or mechanical equipment. Comfortable working with technical documentation and product information well enough to follow a diagnostic procedure and describe what is happening. Able to manage a high volume of calls, email and tickets without losing quality or responsiveness. Composed with a customer whose operation is affected, and precise in writing about it afterwards. Preferred qualifications Exposure to data centre cooling or power distribution equipment is an advantage. Familiarity with the equipment monitoring and communication systems used in data centre environments. Salesforce Service Cloud or an equivalent case management system, and knowledge-base authoring. Previous experience in a tiered support environment with defined service levels. Basic understanding of power and cooling principles used in data centre operations. WE HAVE: A dynamic global reach with diverse operations around the world that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day nVent is a leading global provider of electrical connection and protection solutions. We believe our inventive electrical solutions enable safer systems and ensure a more secure world. We design, manufacture, market, install and service high performance products and solutions that connect and protect some of the world's most sensitive equipment, buildings and critical processes. We offer a comprehensive range of systems protection and electrical connections solutions across industry-leading brands that are recognized globally for quality, reliability and innovation. Our principal office is in London and our management office in the United States is in Minneapolis. Our robust portfolio of leading electrical product brands dates back more than 100 years and includes nVent CADDY, ERICO, HOFFMAN, ILSCO, SCHROFF and TRACHTE. Learn more at www.nvent.com . Commitment to strengthen communities where our employees live and work We encourage and support the philanthropic activities of our employees worldwide Through our nVent in Action matching program, we provide funds to nonprofit and educational organizations where our employees volunteer or donate money Core values that shape our culture and drive us to deliver the best for our employees and our customers. We’re known for being: Innovative & adaptable Dedicated to absolute integrity Focused on the customer first Respectful and team oriented Optimistic and energizing Accountable for performance Benefits to support the lives of our employees Pay Transparency nVent’s pay scale is based on the expected range of base pay for this job and the employee’s work location. Employee pay within this range will be based on a combination of factors including knowledge, skills, abilities, experience, education, and performance. Monthly Gross Compensation Range: zł7.083,30 - zł14.700,00 Per Month Depending on the position offered, employee may be eligible for other forms of compensation, such as annual or long-term incentives. Benefits At nVent, we value our people and their health and well-being. We provide a broad benefits package with meaningful programs for eligible employees that includes: Comprehensive Private Health Care (including dental coverage) Retirement Pension Plan for long-term financial security Employee Stock Purchase Plan to share in company success 100% Funded Language Courses and subsidies for further studies Reward & Recognition Program to celebrate your achievements Christmas & Holiday contributions Canteen / Meal passes #LI-CP1 #LI-Onsite #INDLPCN