Manage day-to-day business to meet contractual obligations and exceed targets for productivity, workload, backlog, and revenue growth.
Arrange service activity for direct and indirect service resources within a designated territory or defined work list to achieve key performance indicators. This requires many moving parts and involves a strong skillset in organization, critical-thinking and problem-solving skills.
Initiate verbal contact with customers to achieve proactive scheduling of all billable service events.
Monitor the scheduling and completion of preventative maintenance activities.
Maintain scheduling calendar to ensure every technician's schedule is filled.
Oversee scheduled events to ensure that service technicians are showing up for assigned work on-time.
Provide timely communication and scheduling with end users for all assignments.
Actively coordinate multiple projects to optimize workload and service delivery by coordinating incomplete activity at a customer location to minimize truck rolls and maximize technician utilization.
Order and coordinate parts and job materials with field technician and customer as needed.
Maintain a master listing of unscheduled activities and use performance metrics to devise plans of follow-up to continually improve completion of work activities.
Build rapport with Customers and own the customer experience by effectively and efficiently managing customer interactions and ensuring customer satisfaction.
Work with cross-functional groups, such as operations, sales and technical support to ensure a positive customer experience.
Seeks creative alternatives to solving problems to drive results and engages management for support.
Initiate schedule confirmations via email and phone call.
Answer incoming calls and respond to voicemails and emails in a timely fashion.
Enter and maintain customer contact information, appointment offers, scheduling attempts and notice of work forfeiture within the service management scheduling and ERP system.
Initiate unrecoverable service notifications after multiple attempts to schedule have been unsuccessful or if customer has willingly acknowledged cancelation of service work.
Monitors and tracks the completion of work to ensure the Customer needs are met and that the work order (service record) is closed within a day of the service completion.
Work closely with direct and indirect (vendors) service technicians and/or Customer to reschedule service activities.
Assign field associates on emergency service events (Monday-Friday, normal business hours).
Encourages collaboration with the cross-functional work groups and promotes company culture among peers.
Provide back-up assistance to other schedulers as needed.
Maintain regular attendance at the office to execute job responsibilities. May require some overtime as the business requires.
Adhere to company policies, procedures and business ethics codes to defend Vertiv's reputation.
Perform any and other functions responsible for supporting Vertiv's Customers and achieving business results.
QUALIFICATIONS
High School Diploma or GED
Associate degree or equivalent experience
3-5 years of field services scheduling experience preferred.
Ability to use a personal computer and job-related software.
Excellent communication skills, both written and verbal.
Excellent customer service skills.
Strong resource management skills.
Detail-oriented and strong organization skills.
Proficient in MS Office.
Ability to work and multi-task in a fast-paced environment.
Ability to use general office equipment.
General understanding of or the ability to learn UPS/Power/Battery/Thermal topology and applications.
Experience with software scheduling tools preferred.
PHYSICAL & ENVIRONMENTAL DEMANDS
No Special Physical Requirements
TIME TRAVEL REQUIRED
10%
The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.
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.
