Service Coordinator-Westerville, OH
Service Coordinator-Westerville, OH
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$ 55000 - 60500
1 Vacancy
Job Description
POSITION SUMMARY
The Service Coordinator is a critical role in Vertiv Services Scheduling and Planning group responsible for scheduling directing technicians and ensuring execution of service activities. This position contributes to the company by ensuring that all work orders are fulfilled to meet contractual requirements maximizing revenue nurturing internal and external customer relations and building a positive image. The position is best suited for individuals who enjoy performing routine tasks can handle a highvolume of work is selfmotivated is customer focused has good verbal and written communication skills strong planning and organizational skills and is solutions and results oriented. This is a fulltime 40 hours/week MF appointment setting/scheduling experience is preferred.
RESPONSIBILITIES
- Manage daytoday 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 requires many moving parts and involves a strong skillset in organization criticalthinking and problemsolving 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 technicians schedule is filled.
- Oversee scheduled events to ensure that service technicians are showing up for assigned work ontime.
- 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 followup 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 crossfunctional 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 (MondayFriday normal business hours).
- Encourages collaboration with the crossfunctional work groups and promotes company culture among peers.
- Provide backup 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 Vertivs reputation.
- Perform any and other functions responsible for supporting Vertivs Customers and achieving business results.
QUALIFICATIONS
- High School Diploma or GED
- Associate degree or equivalent experience
- 35 years of field services scheduling experience preferred.
- Ability to use a personal computer and jobrelated software.
- Excellent communication skills both written and verbal.
- Excellent customer service skills.
- Strong resource management skills.
- Detailoriented and strong organization skills.
- Proficient in MS Office.
- Ability to work and multitask in a fastpaced 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
- None
The successful candidate will embrace Vertivs Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS: Safety. . Teamwork. Diversity & Inclusion.
OUR STRATEGIC PRIORITIES
- Customer Focus
- Operational Excellence
- HighPerformance Culture
- Innovation
- Financial Strength
OUR BEHAVIORS
- Own It
- Act With Urgency
- Foster a CustomerFirst Mindset
- Think Big and Execute
- Lead by Example
- Drive Continuous Improvement
- Learn and Seek Out Development
At Vertiv were on a mission to empower the people that will power the future. From a simple swipe to lifechanging 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. If you are interested in applying or learning more about this role please visit the companys career page located on 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 F1 H1 H2 L B J or TN or who need sponsorship for work authorization now or in the future are not eligible for hire.
The anticipated salary range for this role in the California State is between $55000 to $60500 per year based on a 40hour work weeksalary ranges for other geographic localities may roles are eligible for additional rewards including merit increases annual bonus and stock. These awards are allocated based on individual performance and are role based. In addition certain roles also have the opportunity to earn sales incentives based on revenue or utilization depending on the terms of the plan and the employees role. The role is eligible to participate in a comprehensive and competitive benefits program including medical dental vision disability PTO holiday pay and 401k. Additional details about total compensation and benefits will be provided during the hiring process.
Required Experience:
IC
Employment Type
Full-Time
