Preventive Maintenance Visit Service Dispatcher

POSITION SUMMARY

• Schedule and assign daily jobs to Customer Engineers and subcontractors to meet customer requirements for contracts.
• Assure the execution of all the controls prescribed by International Trade Compliance (ITC) Regulation for legal commerce of products (also HQ/SW), services, systems and technologies Vertiv in total or composed by parts produced in USA.
• Oversee the day-to-day management of a team of Customer Engineers and subcontractors (where applicable) for specific customers requiring centralized planning.
• Monitor and continually improve the efficiency and productivity of Customer Engineers and subcontractors in the assigned area, inputting the scheduled deadlines for preventive maintenance visits.
• Collaborate with Service Sales Engineers to achieve sales objectives.
• Liaise with the Sales Contract team to gain a clear understanding of specific contract requirements, deadlines, and customer contacts.
• Interacting with the customer’s web portal may require alignment with the customer’s ERP data.
• Answer phone calls from Customer Engineers requesting task re-assignment.
• Available to assist technicians by phone by helping identify assigned tasks or reassign them when necessary.

RESPONSIBILITIES

• Schedule Service Requests to maximize the efficiency, productivity, while meeting product knowledge of Customer Engineers.
• Communicate/confirm scheduled dates for preventive maintenance with customers requiring central planning as agreed upon with Customer Engineers and supervisors.
• Maintain ongoing communication with customers, especially for new ones, to understand and meet their preferences for PM visit scheduling, including preferred months.
• Coordinate with customers to ensure all required documentation is available for CE site access.
• Collaborate with the documentation team to support CE operations.
• Proactively update customer web portals with any required documentation to facilitate CE operations.
• Ensure consistent and disciplined use of the ERP system and Mobile Field Service tools.
• Meet efficiency, productivity, and overtime targets, suggesting supervisors a fair distribution of workload.
• Achieve relevant KPI targets (e.g., overtime, PM completion, Customer Engineer productivity and efficiency) within the assigned area, and implement improvement plans in cooperation with the Service Operations Manager and supervisors.
• As a User, comply with the company’s ITC policy.
• Ensure all debriefing information from engineers and subcontractors is properly collected for accurate invoicing and inventory management.
• Provide proactive reporting of outstanding PM visits to Customer Engineer and CE supervisors..

QUALIFICATIONS

• School Background: secondary technical school;
• Language skills: Native in the local language, English is a plus.
• Technical / Functional skills:
• Minimum 5 years working experience (1 for graduates);
• Proficient with office applications and ERP systems.
• Able to manage people and coordinate/lead projects
• Well organized and able to work under pressure
• Attitudes
• Customer service oriented; Strong telephone skills; Effective time management

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