Service Support Coordinator
Service Support Coordinator
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Job Description
At Vertiv were 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 $6.9 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.
We are looking for Service Support Coordinator to join our team in Warsaw Poland!
Service Support Coordinator is responsible for managing the daily service operations of a team of 810 Customer Engineers across a defined region or multiple countries. This role requires planning coordination communication and administrative discipline to ensure high customer satisfaction operational efficiency and achievement of key performance indicators (KPIs). Service Support Coordinator serves as a central hub for scheduling order processing materials coordination and support for both internal and external stakeholders.
What kind of work will you be doing
1. Team Coordination and Staff Management
- Responsibility for running a team of 810 customer engineers located in selected region/countries
- Controlling staff holidays absence sick leave in coordination with Supervisor/Service Operations Manager
- Ensuring workload is fairly distributed across field force
- Ensuring relevant KPI targets are met (e.g. CE utilization productivity PM completion first-time fix)
- Implementing improvement plans with Service Operations Manager and Supervisors
2. Service Order Management and Scheduling
- Processing new orders in ERP system in a timely manner
- Scheduling service requests maximizing efficiency and matching product knowledge to jobs
- Raising purchase orders for material and subcontractors following company policies
- Ensuring discipline in the use of ERP and mobile field tools
3. Service Request Completion and Invoicing
- Invoicing as soon as a job has been completed and closing relevant service requests
- Ensuring debriefing information from engineers and subcontractors is properly collected
- Monitoring costs on Time & Material and project-based work
- Providing weekly revenue projections and escalating capacity or material issues
4. Communication and Support
- Answering phone calls from customers to resolve emergency cases
- Liaising with accounting on invoicing matters and service sales for dispatch to customers
- Supplying internal and customer-facing service information
- Transferring leads to the sales team
5. Stock and Compliance Oversight
- Responsibility for van stock inventory together with Field Engineers
- Compliance with International Trade Compliance policy
What will make you successful
- Advanced English language skills
- At least 1 year of professional experience in a commercial area (preferably service operations or dispatch)
- Excellent PC literacy and proficiency in Microsoft Office
- Strong organizational skills ability to manage time solve problems and work under pressure
- Strong customer orientation and team collaboration skills
- Ability to handle multiple tasks and adapt to changing conditions
- Previous experience in scheduling or dispatching technical teams would be an asset
IfYOUare the person we are looking for feel free to apply and lets start drafting your future career in a healthy and growing environment!
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
- 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
#LI-AK1
Required Experience:
IC
Employment Type
Full Time
