Service Coordinator

Description

Position Summary: The Service Coordinator is responsible for executing service contracts, ensuring optimal outcomes in cost, time, and quality, and coordinating technical teams to guarantee compliance with Vertiv’s service requirements and policies. Key Highlights: 1. Coordinates and supervises internal and external technical teams. 2. Responsible for operational excellence and the team's positive attitude. 3. Serves as the direct interface with the client for tracking and continuous improvement. POSITION SUMMARY The Service Coordinator is responsible for executing customer service contracts and post-sales activities. Manages the company’s high-impact maintenance service contracts, ensuring appropriate results in cost, time, scope, and quality. Ensures contractual compliance regarding quality, timelines, costs, and coverage; coordinates and verifies execution of maintenance services; prepares billing for all services; procures consumables and spare parts; and ensures adherence to Vertiv-established policies and procedures. Coordinates field technicians’ work, oversees the technical and professional development of their team, and ensures full compliance with occupational safety requirements to maintain a zero-accident workplace. Adapts readily to change and understands organizational culture. RESPONSIBILITIES * Coordinate internal and/or external technical teams and monitor their performance. * Responsible for operational excellence of services and the team’s positive attitude (including third parties). * Coordinate and supervise corrective maintenance activities with customers. * Take action on pending issues identified in technical reports. * Serve as the client interface to represent the client internally at VERTIV, both for relationship management and contract tracking. * Conduct external meetings with clients. * Prepare periodic management reports for presentation to assigned clients. * Analyze field reports (commissioning, corrective, and preventive) and support their presentation to clients. * Request quotations and spare parts required for corrective actions. * Track processes and provide consistent feedback to clients. * Review and approve expense reports submitted by the supervised team. * Evaluate the performance of the supervised team. * Assume full accountability to the client, tracking all internal processes and seeking agile and effective solutions. * Continuously propose improvements to clients to ensure Vertiv’s service delivery becomes increasingly better and higher quality. * Ensure personnel are adequately trained on the various products covered under contracts and on the installed base of the business unit. * Supervise that all personnel have appropriate PPEs, tools, and equipment for their tasks—and that they are used correctly. * Supervise service personnel to follow safety, health, and quality procedures while performing assigned tasks. * Verify service personnel productivity through management and tracking of team working hours. * Develop teams, validate warranties, ensure SLAs stipulated in contracts and purchase orders, and guarantee timely and proper completion of contracted service programs or ad-hoc services. * Assign approved contractors when necessary. * Provide supporting documentation to the administrative department for billing purposes. * Assign SRs and Tasks to SEs via ORACLE / SAP. * Define required tools, spare parts inventory, and miscellaneous items. QUALIFICATIONS Minimum Job Qualifications: * Preferred experience in personnel coordination for over 5 years in technology-related service areas. EDUCATION AND CERTIFICATIONS * Preferred graduation in Electronic, Mechanical, Electrical, or Electromechanical Engineering, or related fields. **Physical & Environmental Requirements: (To be used mainly for manufacturing jobs.)** * None **Time Travel Needed:** * 25%