Service Support Coordinator II (Scheduling & Dispatching)

Vertiv

Mandaluyong

On-site

PHP 350,000 - 500,000

Full time

7 days ago

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Job summary

Vertiv in Manila, Philippines is seeking a proactive Scheduling & Service Coordination professional to organize daily field service scheduling and dispatching. You will ensure timely, accurate entries and liaise with customers to confirm appointments and changes.

Role requires attention to detail, solid communication skills, and the ability to manage multiple SLAs in a fast-paced environment. On-site position with opportunities for process improvement and cross-functional collaboration.

Qualifications

Bachelor’s degree in Business, Engineering, Operations or a related field.
1–3 years relevant experience in scheduling, coordination, customer service, or operations support.
Strong attention to detail and data accuracy.
Good communication skills (verbal and written).
Experience with scheduling or service management systems preferred.

Responsibilities

Support the scheduling and dispatching of field service engineers based on priority, availability, and SLAs.
Book service works through phone and email coordination with customers.
Ensure accurate and complete entry of job details into the system for engineering execution.
Monitor daily scheduling queues and respond to new maintenance contracts and service repair requests.
Update systems in real time to reflect appointment confirmations, changes, and completions.
Run and review daily reports to capture new service requirements and ensure proper scheduling actions.
Ensure all service documentation and job descriptions are complete and accurate.
Review engineers’ service reports to ensure all PO line items are completed and charges align before moving orders to “Awaiting Billing.”
Verify completeness of service details prior to handoff to billing to prevent delays or rework.
Maintain high attention to detail to prevent scheduling conflicts, billing discrepancies, or data inaccuracies.
Escalate discrepancies, documentation gaps, or operational issues to Senior Analysts or Supervisors in a timely manner.
Act as first-level point of contact for scheduling-related enquiries.
Coordinate with parts supply, technical teams, and sales when required to ensure readiness for service delivery.
Provide timely updates to customers regarding booking confirmations and changes.
Always maintain professional and service-oriented communication.

Skills

Scheduling

Coordination

Data accuracy

Communication

Fast-paced work

Education

Bachelor’s degree in Business/Engineering/Operations

MBA or equivalent

Tools

Scheduling systems

Job description

Join a High-Performance Culture That Drives Innovation and Excellence

AtVertiv, we don’t just hire talent—wecultivate leaderswhodriveinnovation andengageteams to push the limits of what’s possible.

Why Vertiv?

High-Performance Culture:We empower you tothink big, execute with excellence, and deliver impact. Ourperformance-driven mindsetrewards those who challenge the status quo and drive meaningful change. Over50 CEO Awardsare given annually to recognize top talent moving the needle forward.
Leadership Without Limits:Leadership at Vertiv goes beyond just titles—it’s aboutaccountability, trust, and ownership. Our leadersengage and drivewithcollaboration, innovation, and customer-centric thinking, setting the foundation for anaction-focused culture.
Limitless Growth & Learning:We believe in continuous development. Whether throughrotational programs or high-impact projects, you’ll have the opportunity toexpand your expertise and grow your career.
A Place for Everyone:Our commitment toinclusionensures that all employee’s unique strengths and perspectives are valued.Your voice matters, your growth is prioritized, and your success is celebrated.

POSITION SUMMARY:

The position is responsible for supporting daily service coordination activities to ensure timely and accurate scheduling/dispatching of field engineers. Working as part of the regional operations team, the role focuses on operational execution, data accuracy, customer coordination, and adherence to service delivery standards.

This position is critical in maintaining operational stability by ensuring all scheduling activities are executed accurately, on time, and aligned with service level commitments.

JOB RESPONSIBILITIES:

Scheduling & Service Coordination

Support the scheduling and dispatching of field service engineers based on priority, availability, and service level agreements (SLAs).
Book service works through phone and email coordination with customers.
Ensure accurate and complete entry of job details into the system for engineering execution.
Monitor daily scheduling queues and respond to new maintenance contracts and service repair requests.
Update systems in real time to reflect appointment confirmations, changes, and completions.

Operational Execution & Accuracy

Run and review daily reports to capture new service requirements and ensure proper scheduling actions are taken.
Ensure all service documentation and job descriptions are complete and accurate.
Review engineers’ service reports to ensure all PO line items are completed and validate that charges align before moving orders to “Awaiting Billing.”
Verify completeness of service details prior to handoff to billing to prevent delays or rework.
Maintain high attention to detail to prevent scheduling conflicts, billing discrepancies, or data inaccuracies.
Escalate discrepancies, documentation gaps, or operational issues to Senior Analysts or Supervisors in a timely manner.

Customer & Internal Coordination

Act as first-level point of contact for scheduling-related enquiries.
Coordinate with parts supply, technical teams, and sales when required to ensure readiness for service delivery.
Provide timely updates to customers regarding booking confirmations and changes.
Always maintain professional and service-oriented communication.

Compliance & Process Adherence

Perform all activities in compliance with International Trade Compliance (ITC) regulations and company policies.
Follow established scheduling processes and standard operating procedures.
Support transition activities by actively participating in knowledge transfer sessions and applying learnings in daily operations.

QUALIFICATIONS:

Bachelor’s degree in Business, Engineering, Operations Management, or a related field required.
MBA or equivalent advanced degree is a plus.
1–3 years relevant experience in scheduling, coordination, customer service, or operations support.
Experience working with scheduling or service management systems preferred.
Strong attention to detail and data accuracy.
Good communication skills (verbal and written).
Comfortable handling phone and email customer interactions.
Ability to work in a fast-paced, target-driven environment.
Basic exposure to service operations, scheduling, or coordination roles
Familiarity with operational systems or service management tools
Awareness of process improvement practices (e.g., Lean, standard work, checklists
Experience supporting cross-functional coordination (e.g., parts, technical teams, customer service)