Supervisor, Service Coordinator

Vertiv; Westerville (OH); On-site; USD 60,000 - 85,000; Full time

Job summary

A leading company in power management is seeking a Scheduling Supervisor to oversee the coordination team within a service territory. This role includes ensuring service requests are fulfilled, managing team performance, and maintaining high customer service standards, requiring strong leadership and communication skills.

Qualifications

• Bachelor’s degree or equivalent experience.
• Minimum 5 years of customer service and service coordination.
• Strong written and verbal communication skills.

Responsibilities

• Supervise and lead operational coordinators in service scheduling.
• Analyze performance metrics and maintain customer service standards.
• Recruit, mentor, and address performance issues within the team.

Skills

Leadership

Customer Service

Communication

Multi-tasking

Problem Solving

Education

Bachelor's degree in business administration

High school education with 5 years experience

Tools

Microsoft Excel

Job description

Job Summary

The Scheduling Supervisor is responsible for the supervision of the operations coordinators (schedulers) within a defined service territory to ensure Vertiv’s contractual obligations and service requests are fulfilled.

Job duties include and are not in any order of importance:

• Supervise and lead the regional scheduling team while maintaining coordination responsibilities for a designated territory.
• Ensure the scheduling team is performing their job ethically to the highest standard and that defined processes/guidelines are being followed and the system of record is properly maintained.
• Participate in annual performance reviews, merit planning and talent review of direct reports.
• Maintain staffing for designated territory (recruiting and onboarding).
• Mentor and coach and address performance issues.
• Conduct regular staff meetings to ensure the business and territory needs are met.
• Maintain a scorecard by individual / region OKR performance. Analyze results, develop and implement action plans and share results with the Director, Service Planning & Scheduling and Region Manager(s) on a monthly basis.
• Ensure coordinators are documenting performance results in Oracle.
• Maintain regional PTO schedule and ensure responsibilities are covered during absences.
• Maintain customer service standards and handle escalated scheduling issues, including but not limited to sales inquiries and assisting Customer Success Management and Coordinated Services scheduling.
• Assist the Director, Service Planning & Scheduling in the implementation of new processes/policies and systems.
• Assist the team with the administration of customer special requirements.
• Proactively identify schedule risks and present options to resolve critical potential issues to the local team and Scheduling Manager.
• Ensure all billable work is being scheduled and executed and tickets are closed out in a timely basis.
• Other duties as required.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Action Oriented – Enjoys hard work; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes opportunities when they arise.
• Building Effective Teams – Creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; lets subordinates present to senior management; acts as if real success is the success of the team.
• Customer Focus -Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; talks and acts with customers in mind.
• Drive for Results – Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results.
• Directing Others – Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with subordinates on work and results.
• Organizing – Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Bachelor’s degree in business administration OR High school education with 5 years minimum same or similar work experience.
• Minimum of 5 years customer service and coordination of service activities.
• Self-motivated and possess the ability to lead and direct a diverse team.
• Must be attentive, patient and strongly skilled in written and verbal communication; clear, professional, positive, and informative communication style.
• High-level competence in multitasking, time management, organization, critical and analytical thinking, problem solving, and the ability to influence others are required.
• Ability to thrive in a dynamic and collaborative environment and be comfortable with ambiguity.
• Adapt quickly to changing priorities and customer needs.
• Ability to persuade others in order to change undesirable behaviors and/or achieve the goals of the business.
• Must be proficient in the business tools used to perform the job and have extensive knowledge of the businesses processes, people, and products.
• Intermediate/advanced proficiency using Microsoft Excel software, including data analysis, pivot tables, etc.
• Willing to work flexible hours, including before shift/after shift and weekends to support the business.

Travel Requirements
% of Travel:0 -25%
Driver's License Required?Yes

Special Physical Requirements or Work Conditions
Special Physical Requirement:N/A