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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