Supervisor Service Support

• High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.  
• Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it’s about  accountability, trust, and ownership. Our leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture.  
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you’ll have the opportunity to expand your expertise and grow your career.  
• A Place for Everyone: Our commitment to inclusion ensures that all employee’s unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated. 

The Supervisor, Service Support is responsible for leading and developing a team of Service Support Coordinators responsible for scheduling and dispatching field engineers and subcontractors to meet customer commitments and service level agreements (SLAs). This role oversees daily scheduling operations, workforce planning, resource optimization, escalation management, and service delivery performance across assigned regions.

The Supervisor ensures efficient utilization of field resources, maintains scheduling compliance, drives operational excellence through continuous improvement initiatives, and serves as the primary escalation point for complex scheduling and dispatching challenges. The position collaborates closely with Service Delivery, Field Operations, Planning, Customers, and Third-Party Service Providers to ensure timely and effective service execution while maintaining high levels of customer satisfaction.

• Lead and supervise the Scheduling and Dispatching team to ensure efficient day-to-day operations and achievement of service delivery targets.
• Oversee resource allocation, workforce scheduling, dispatch planning, and workload balancing across assigned regions.
• Ensure service requests are scheduled and dispatched within agreed SLA and contractual commitments.
• Monitor backlog, aging work orders, engineer utilization, response times, and scheduling effectiveness.
• Act as escalation point for critical service requests, customer concerns, and scheduling conflicts.
• Ensure business continuity through proper workload distribution, shift planning, and coverage management.
• Coordinate with Service Delivery Managers, Field Service Engineers, and subcontractors to optimize resource availability and service outcomes.

• Directly manage a team of Service Support Coordinators, including coaching, mentoring, and performance management.
• Conduct regular one-on-one meetings, performance reviews, and development discussions.
• Set individual and team goals aligned with organizational objectives and KPIs.
• Identify training needs and facilitate knowledge transfer and cross-training activities.
• Drive employee engagement, accountability, and adherence to company policies and procedures.
• Support recruitment, onboarding, and succession planning initiatives for the team.
• Foster a culture of collaboration, customer focus, operational excellence, and continuous learning.

• Lead Continuous Improvement (CI) initiatives focused on scheduling efficiency, productivity, quality, and customer satisfaction.
• Analyze operational data, identify trends, bottlenecks, and process gaps, and implement corrective actions.
• Develop and maintain standard operating procedures (SOPs), work instructions, and best practices.
• Utilize Lean, Six Sigma, automation, AI, or digital solutions to improve operational effectiveness where applicable.
• Lead process improvement projects and support regional or global transformation initiatives.
• Promote a culture of innovation and continuous improvement within the team.

• Monitor and report key operational metrics including:
  • SLA attainment
  • Dispatch response times
  • Schedule adherence
  • Engineer utilization
  • Backlog management
  • Aging service requests
  • Customer satisfaction indicators
  • Productivity metrics
• Conduct root cause analysis on missed SLAs and recurring operational issues.
• Prepare and present operational reviews, KPI dashboards, and management reports.
• Develop action plans to address performance gaps and drive continuous improvement.

• Collaborate with Service Delivery, Field Operations, Customer Experience, Sales, Project Management, and Finance teams.
• Build strong working relationships with internal and external stakeholders.
• Communicate operational risks, workload challenges, and resource constraints to management.
• Participate in customer and management reviews as required.
• Support strategic business initiatives impacting service operations.

• Ensure adherence to company policies, operational procedures, safety requirements, and compliance standards.
• Support internal audits and process governance activities.
• Maintain data accuracy within service management systems and scheduling tools.
• Ensure documentation standards are consistently followed across the team.

Bachelor's Degree in Business Administration, Supply Chain, Operations Management, Engineering, or related field.

• 5+ years of experience in Service Coordination, Scheduling, Dispatching, Workforce Management, or Service Operations.
  • Minimum 2 years of supervisory, team lead, or people management experience preferred.
  • Experience supporting regional or global service operations is an advantage.

• Advanced knowledge of service management processes and scheduling best practices.
• Proficiency in Oracle, ServiceMax, Salesforce, SAP, Microsoft Excel, Power BI, Smartsheet, or equivalent systems.
• Strong analytical and reporting capabilities.
• Experience with workforce planning, capacity management, and KPI reporting.

• Leadership and People Development
• Customer Focus
• Results Driven
• Operational Excellence
• Decision Making
• Problem Solving
• Continuous Improvement Mindset
• Stakeholder Management
• Strategic Thinking
• Communication and Influencing Skills
• Change Management
• Adaptability and Resilience

 

• SLA Compliance %
• Dispatch Response Time
• Schedule Adherence %
• Engineer Utilization %
• Backlog Aging Performance
• Team Productivity Metrics
• Customer Satisfaction Metrics (CSAT)
• Employee Engagement Scores
• Training Completion and Cross-Skilling Rate
• Continuous Improvement Project Completion & Benefits Realization

 

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 
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