Who are we?
At Vertiv, we build products that keep critical technologies running 24/7.
We are proud we were the first to protect mainframes with precision cooling systems.
We were the first to introduce an integrated enclosure system to distributed networks.
We help some of the largest names in the industry bring new capacity online faster and at a lower cost when search and social media increased demand for storage and computing.
Our portfolio spans power, thermal and infrastructure management products, software and solutions, and is complemented by a network of nearly 250 service centers worldwide.
We are actively seeking an EOC Coordinator to join our dynamic team in Madrid, Spain!
What kind of work will you be doing?
Second contact point within the escalation table.
Administrative responsibilities, plan and organize activities.
Manage the creation and implementation of the training and development plan.
Monitor work quality and team's performance looking for its improvement.
Workload assessment and activity tracking.
Develop, coach and motivate team members.
Create and review SLA and complex procedures.
Set Goals and create KPIs.
Work closely with Remote services Manager, Team Leaders and coordinators, looking for business opportunities.
Supervision of absences.
Update and send to HR the PTO report.
Prioritize and assign resources on different projects based on different scenarios.
Supervise activities and field interventions of field engineers when required.
Salary reviews and promotions.
Participate in recruitment process if required.
What will make you successful?
University degree in science field; FP II; or 10 years of experience in the company business.
Good knowledge in UPS's, DC Systems, Batteries, Diesel Groups; Thermal Management Systems.
Good knowledge of real-time monitoring platforms (e.g.
TCI, Life, Applications).
Good knowledge of modems (PSTN, GSM, GPRS, 3G, 4G, 5G); routers; communication protocols (TCP/IP, UPS, SNMP).
Very good knowledge in MS Office.
English; any other EMEA languages is an advantage.
Strong analytical skills.
Strong communication, organizational & motivational skills.
Availability to be on call, rotation based on the internal procedure.
3+ years of experience in a similar position; very high company awareness.
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