Manufacturing Quality Senior Analyst

The Customer Complaints Analyst is responsible for receiving, managing, and coordinating the resolution of customer quality complaints. This role serves as the primary customer-facing quality contact and is the first point of communication between Vertiv and the customer for reported complaints. The analyst manages and assigns 8D problem-solving activities, coordinates cross-functional teams, ensures timely responses, and drives corrective and preventive actions to closure. This position plays a critical role in protecting customer satisfaction and driving continuous improvement across plant operations.

• Receive, review, log, and track customer complaints related to product quality, performance, or delivery.
• Serve as the first point of contact and primary quality liaison for customers regarding complaints.
• Initiate, manage, and assign 8D investigations, ensuring clear ownership, timelines, and accountability.
• Coordinate cross-functional teams (Quality, Manufacturing, Engineering, Supply Chain, Operations) to support root cause analysis and corrective actions.
• Collaborate with internal teams including Operations, Service, Sales and Engineering to gather information and coordinate responses.
• Ensure customer responses are accurate, professional, timely, and aligned with Vertiv and customer requirements.
• Prepare regular reports and summaries of complaint trends and outcomes for management and other Vertiv teams.
• Monitor progress of open complaints and 8Ds; escalate risks or delays as needed.
• Review completed corrective actions to ensure effectiveness and proper documentation.
• Assist in the development and delivery of training and awareness programs to reduce repeated complaints to enhance customer satisfaction.
• Maintain accurate records in complaint management and quality systems.
• Prepare and present complaint metrics, trends, and status updates during weekly quality and customer review meetings.
• Identify recurring issues and support continuous improvement initiatives to reduce repeat complaints.
• Support customer calls, meetings, audits, and management reviews as required.
• Communicate investigation outcomes internally and externally, ensuring alignment and transparency.

• Bachelor’s degree in Engineering, Quality, Business, or a related field, or equivalent experience.
• 3–5 years of experience in a quality, customer complaints, or manufacturing environment.
• Ability to analyze data trends and identify potential root causes.
• Working knowledge of 8D methodology, root cause analysis tools, and corrective action processes.
• Strong customer-facing communication skills, both written and verbal.
• Proficient in Microsoft Office suite.
• Ability to manage multiple priorities in a fast-paced manufacturing environment.

• Experience with Vertiv or similar industrial, electrical, or power products.
• Familiarity with quality management systems such as ISO 9001 or AS9100.
• Experience with complaint management, ERP, or CQMS systems.
• Lean Six Sigma or quality certifications (Green Belt, CQE) preferred.

Office and manufacturing environment. Occasional time spent on the production floor.

0–10% (as needed for customer meetings or support activities)

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

About Vertiv

Vertiv is a $10.2 billion global critical infrastructure and data center technology company.  We ensure customers’ vital applications run continuously by bringing together hardware, software, analytics and ongoing services.  Our portfolio includes power, cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus, Ohio, USA, Vertiv employs around 20,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.   

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.

Equal Opportunity Employer

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@vertiv.com.