Service Operations Dispatcher - Contract & Non-Contract

Vertiv is looking for a Service Operation Planner to join our team in Italy, Bologna or Padua. 

• Schedule and dispatch Customer Engineers and subcontractors for Preventive Maintenance visits and Non-Contract jobs
• Optimize logistics, minimize costs, and maximize productivity while maintaining service level commitments
• Process new Non-Contract orders and manage Preventive Maintenance schedules according to contract requirements and customer preferences
• Ensure fair workload distribution and meet efficiency, productivity, and overtime targets

• Communicate and confirm service dates with customers for centralized planning accounts
• Maintain ongoing dialogue with customers to understand their scheduling preferences
• Respond to customer and engineer calls for queries and task reassignments
• Update customer web portals with required PM visits completion reports and information

• Coordinate with the documentation team to ensure all required paperwork for site access and invoicing
• Ensure proper use of ERP system and Mobile Field Service tools
• Comply with ITC policy and ensure all trade compliance controls are executed
• Check that debriefing information from engineers and subcontractors is complete and accurate. Pay special attention to materials used in each activity to prevent them from remaining in the Customer Engineer's sub-inventory

• Update purchase orders for subcontractors according to Company Policies for scheduled Non-Contract activities
• Invoice non-contract activities to customers following customer requirements and Italian Fiscal law
• Escalate capacity and material issues to the Customer Engineer Manager and Purchasing Manager
• Schedule activities to subcontractors with sufficient capacity and capability, choosing the lowest-cost option that can complete the activity within the month
• Resolve customer disputes affecting payment

• Achieve KPI targets for overtime, PM completion, and engineer productivity/efficiency
• Provide proactive reporting on outstanding PM visits
• Implement improvement plans in cooperation with the Service Operations Manager and supervisors

• School Background: secondary technical school
• Language skills: Native in the local language
• Technical / Functional skills:
  • Minimum 5 years working  experience (1 for graduates)
    • Computer Literate: All office associated programs, ERP systems 
    • Able to manage people and coordinate/run projects 
    • Well organized and able to work under pressure
• Attitudes
  • Customer service oriented; Telephone skills; ability to organize time

Time Travel Needed : 
No Travel

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety, Integrity, Respect, 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

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 help.join@vertivco.com. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers