Service Planner/Coordinator

at  Vertiv Group Corp

. Job Summary
To proactively support and help develop a number of back office Customer Support Operatives and ensure that they plan, organize, deliver and manage the service department’s reactive, maintenance and commissioning workload to meet & exceed customers’ requirements, company quality standards and achieves agreed targets and level of profit.
Your objective is to ensure that we deliver all contracted maintenance work, reactive repairs, breakdowns and OEM commissioning tasks in line with KPI’s. You must be commercially & operationally astute, with the ability to understand how our clients’ business needs and ensure that we as a business are achieving those targets.
Analytical, with the ability to identify trends, risks and resolutions; you will be confident, credible and be a main point of escalation for the back office personnel.

QUALIFICATIONS / SKILLS / EXPERIENCE

• Excellent customer service skills
• Previous planning experience, preferably within a similar engineering service industry, preferably with UPS or power equipment.
• Previous supervisory experience
• Strong communication skills face to face, email and over the phone
• Computer literate.Accuracy and attention to detail.

• Delivery of reactive works (breakdowns, reactive repairs and OEM commissioning’s) in line with CSO duties & responsibilities.
• Co-ordinate with other departments to ensure standards of service delivery to customers.
• Liaise with your manager in highlighting any performance issues.
• Assist Service Operations Manager with managing/forecasting commissioning resources and demands.
• Conduct periodic performance reviews/conversations with direct reports.
• Monitor team KPIs and assist/support in achieving/exceeding department targets as well as your own.
• Oversee general management of the office, overseeing operational efficiency, effective communications, and other types of strategic and tactical planning.
• Act as point of escalation for the CSOs and our customers.
• Create an environment in which personnel are encouraged to contribute to the development of the Service Department and their own careers.
• Ensure the Departments of Planning, Reporting and Supply Chain are meeting their responsibilities.
• Oversee and achieve organizational goals while maintaining an efficient, productive, and positively cultured office and employee experience.
• To decide on the correct ‘Closure’ decision for Tasks. Ensure chargeable works are billed. Contacting customers for Purchase Orders where applicable.Ensure that any activity, task and responsibility required by role in terms of the International Trade Compliance Regulation is managed and performed in full compliance with the Company ITC certification program itself.