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

The anticipated salary range for this role in the Milano, Italy locality is between € 25,037 to € 37,556 gross per year [IF ROLE IS NON-EXEMPT: (based on a 40-hour work week)]—salary ranges for other geographic localities may vary. Certain roles are eligible for additional benefits. Where applicable, a comprehensive overview of the full benefits package and any additional compensation will be provided during the initial interview. Compensation ranges are determined based on objective, gender-neutral criteria including skills, experience, and job responsibilities.

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