Service Coordinator - Irvine

Vertiv • Westerville, OH

402d

About The Position

The Service Coordinator plays a vital role in the Vertiv Services Scheduling and Planning group, responsible for scheduling and directing technicians to ensure the execution of service activities. This position is essential for fulfilling work orders to meet contractual obligations, maximizing revenue, and maintaining strong customer relations. The ideal candidate is self-motivated, customer-focused, and possesses strong organizational and communication skills, making it suitable for those who thrive in a high-volume work environment.

Requirements

• High School Diploma or GED required; Associate degree or equivalent experience preferred.
• 3-5 years of field services scheduling experience preferred.
• Ability to use a personal computer and job-related software.
• Excellent communication skills, both written and verbal.
• Excellent customer service skills.
• Strong resource management skills.
• Detail-oriented with strong organization skills.
• Proficient in MS Office.
• Ability to work and multi-task in a fast-paced environment.
• Ability to use general office equipment.
• General understanding of or the ability to learn UPS/Power/Battery/Thermal topology and applications.
• Experience with software scheduling tools preferred.

Nice To Haves

• Prior appointment setting/scheduling experience is preferred.

Responsibilities

• Manage day-to-day business to meet contractual obligations and exceed targets for productivity, workload, backlog, and revenue growth.
• Arrange service activity for direct and indirect service resources within a designated territory or defined work list to achieve key performance indicators.
• Initiate verbal contact with customers to achieve proactive scheduling of all billable service events.
• Monitor the scheduling and completion of preventative maintenance activities.
• Maintain scheduling calendar to ensure every technician's schedule is filled.
• Oversee scheduled events to ensure that service technicians are showing up for assigned work on-time.
• Provide timely communication and scheduling with end users for all assignments.
• Actively coordinate multiple projects to optimize workload and service delivery by coordinating incomplete activity at a customer location.
• Order and coordinate parts and job materials with field technician and customer as needed.
• Maintain a master listing of unscheduled activities and use performance metrics to devise plans of follow-up to continually improve completion of work activities.
• Build rapport with Customers and own the customer experience by effectively managing customer interactions and ensuring satisfaction.
• Work with cross-functional groups, such as operations, sales, and technical support to ensure a positive customer experience.
• Seek creative alternatives to solving problems to drive results and engage management for support.
• Initiate schedule confirmations via email and phone call.
• Answer incoming calls and respond to voicemails and emails in a timely fashion.
• Enter and maintain customer contact information, appointment offers, scheduling attempts, and notice of work forfeiture within the service management scheduling and ERP system.
• Initiate unrecoverable service notifications after multiple attempts to schedule have been unsuccessful.
• Monitor and track the completion of work to ensure customer needs are met and that the work order is closed within a day of service completion.
• Work closely with service technicians and/or Customers to reschedule service activities.
• Assign field associates on emergency service events during normal business hours.
• Encourage collaboration with cross-functional work groups and promote company culture among peers.
• Provide back-up assistance to other schedulers as needed.
• Maintain regular attendance at the office to execute job responsibilities.
• Adhere to company policies, procedures, and business ethics codes.

Benefits

• Equal Opportunity/Affirmative Action employer
• Promotes equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Wholesale Trade Agents and Brokers
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees