Job Summary

JOB DESCRIPTION

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

About The Team

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.