Service Support Coordinator II (Scheduling & Dispatch)

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv we dont just hire talentwe cultivate leaders who drive innovation and engage teams to push the limits of whats possible. As a global leader in critical digital infrastructure we are scaling up to meet the demands of AI data centers and next-gen technologyand we need bold high-performing individuals like YOU to take us to the next level.

Why Vertiv

• High-Performance Culture: We empower you to think big execute with excellence and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.
• Leadership Without Limits: Leadership at Vertiv goes beyond just titlesits about accountability trust and ownership. Our leaders engage and drive with collaboration innovation and customer-centric thinking setting the foundation for an action-focused culture.
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects youll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone:Our commitment to inclusion ensures that all employees unique strengths and perspectives are valued. Your voice matters your growth is prioritized and your success is celebrated.

Position Summary:

The position is responsible for supporting daily service coordination activities to ensure timely and accurate scheduling/dispatching of field engineers. Working as part of the regional operations team the role focuses on operational execution data accuracy customer coordination and adherence to service delivery standards.

This position is critical in maintaining operational stability by ensuring all scheduling activities are executed accurately on time and aligned with service level commitments.

Job Responsibilities:

1. Scheduling & Service Coordination
   1. Support the scheduling and dispatching of field service engineers based on priority availability and service level agreements (SLAs).
   2. Book service works through phone and email coordination with customers.
   3. Ensure accurate and complete entry of job details into the system for engineering execution.
   4. Monitor daily scheduling queues and respond to new maintenance contracts and service repair requests.
   5. Update systems in real time to reflect appointment confirmations changes and completions.
2. Operational Execution & Accuracy
   1. Run and review daily reports to capture new service requirements and ensure proper scheduling actions are taken.
   2. Ensure all service documentation and job descriptions are complete and accurate.
   3. Review engineers service reports to ensure all PO line items are completed and validate that charges align before moving orders to Awaiting Billing.
   4. Verify completeness of service details prior to handoff to billing to prevent delays or rework.
   5. Maintain high attention to detail to prevent scheduling conflicts billing discrepancies or data inaccuracies.
   6. Escalate discrepancies documentation gaps or operational issues to Senior Analysts or Supervisors in a timely manner.
3. Customer & Internal Coordination
   1. Act as first-level point of contact for scheduling-related enquiries.
   2. Coordinate with parts supply technical teams and sales when required to ensure readiness for service delivery.
   3. Provide timely updates to customers regarding booking confirmations and changes.
   4. Always maintain professional and service-oriented communication.
4. Compliance & Process Adherence
   1. Perform all activities in compliance with International Trade Compliance (ITC) regulations and company policies.
   2. Follow established scheduling processes and standard operating procedures.
   3. Support transition activities by actively participating in knowledge transfer sessions and applying learnings in daily operations.

Qualifications:

• Bachelors degree in Business Engineering Operations Management or a related field required.
• MBA or equivalent advanced degree is a plus.
• 13 years relevant experience in scheduling coordination customer service or operations support.
• Experience working with scheduling or service management systems preferred.
• Strong attention to detail and data accuracy.
• Good communication skills (verbal and written).
• Comfortable handling phone and email customer interactions.
• Ability to work in a fast-paced target-driven environment.
• Basic exposure to service operations scheduling or coordination roles
• Familiarity with operational systems or service management tools
• Awareness of process improvement practices (e.g. Lean standard work checklists
• Experience supporting cross-functional coordination (e.g. parts technical teams customer service)