Service Support Lead: Scheduling & Operations Excellence

Vertiv Group Corporation; Mandaluyong; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Vertiv is seeking a Supervisor, Service Support to lead a team responsible for scheduling and dispatching field engineers and subcontractors to meet customer commitments and SLAs. You will drive workforce planning, resource optimization, and continuous improvement initiatives across assigned regions.

The role collaborates with Service Delivery, Field Operations, Planning, Customers, and Third-Party Service Providers to ensure timely service execution while maximizing customer satisfaction.

Qualifications

• Bachelor's Degree in Business Administration, Supply Chain, Operations Management, Engineering, or related field.
• 5+ years in Service Coordination, Scheduling, Dispatching, Workforce Management, or Service Operations.
• Minimum 2 years of supervisory or people management experience.

Responsibilities

• 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 regions.
• Ensure service requests are scheduled and dispatched within 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.

Skills

Leadership

Scheduling

Forecasting

Communication

Education

Bachelor's Degree

Tools

Oracle

ServiceMax

Salesforce

SAP

Microsoft Excel

Power BI

Smartsheet

Job description

Vertiv is seeking a Supervisor, Service Support to lead a team responsible for scheduling and dispatching field engineers and subcontractors to meet customer commitments and SLAs. You will drive workforce planning, resource optimization, and continuous improvement initiatives across assigned regions.

The role collaborates with Service Delivery, Field Operations, Planning, Customers, and Third-Party Service Providers to ensure timely service execution while maximizing customer satisfaction.