POSITION SUMMARY Daily schedule and assign jobs to Customer Engineers and subcontractors in order to meet Customer requirements for contracts, repairs, emergency calls, warranties. Responsible for the day-to-day running of a team of Customer Engineers and Subcontractors (where applicable) in a given geographical area. Control and constantly improve efficiency and productivity of CEs and Subcontractors in the assigned area. Cooperate with Service Sales Team and Product Project Team to achieve sales objectives. RESPONSIBILITIES Service call reception and routing to the appropriate service area. Customer Service requests opening into ERP. Process new orders for T&M on ERP system in a well-timed manner. Schedule Service Requests maximizing efficiency, productivity, and product knowledge of Customer Engineers. Raise purchase orders for subcontractors following Company Policies. Managing Battery Recycling Requests and Invoicing. Managing Swapping Contract repairs and reporting. Coordination with repair center of those activities related to Low Power dispatching. Ensure all engineers and subcontractors debriefing information are properly collected to have clear invoicing and inventory management. Ensure costs are monitored before closing SRs. Invoice Customers as soon as a job has been completed and close relevant Service requests. Closing of Service Requests. Ensure total discipline in the use of the ERP system. Management of customer's Service Gateways Webs when required. Manage requirements (such as shipments) of non-sale related and out of ERP. Provide weekly updates on revenues projections and timely escalate possible capacity issues or material shortages. Ensure efficiency, productivity, and overtime targets are met and CE workload is fairly distributed. Ensure reaching relevant KPI targets. Transfer leads to the sales team. Assure liaisons with the accounting dept. in connection with invoicing procedures and with service sales team for dispatch to the customers, supplying service information (internally and to the customers). Follow and respect, in all its technical interventions, the environmental guidelines established by Vertiv, and those specific to the client's facilities where the intervention is carried out. Work closely with Department Manager to assist with day-to-day operational duties. Know and comply with the waste producer's requirements established by the current legislation concerning the handling, transfer, and storage of the wastes until their delivery to an authorized waste management company. QUALIFICATIONS School Background: Secondary Technical School.
Languages: Fluent in local language, English, Spanish or Portuguese as a third language preferred.
Experience: Minimum 2 years working experience (1 year for just graduated).
Computer Literate: All office associated programs, ERP systems.
Customer (internal and external) service oriented; Telephone skills.
Ability to organize time.
Well organized, detail oriented.
PHYSICAL & ENVIRONMENTAL DEMANDS Ability to work under pressure.
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