Service Operations Dispatcher

Service Operations Dispatcher - Contract & Non-Contract
Salary: €25,037 - 37,556 yearly

Azienda: Vertiv Group

Tipo Lavoro: Full Time

Italy

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

1. Service Planning & Execution

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

2. Customer Relationship Management

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

3. Documentation & Compliance

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

4. Financial Management

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

5. Performance & Continuous Improvement

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

Job Requirements

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