Service Dispatcher

Summary of the role
- Daily schedule and assign jobs to Customer Engineers and subcontractors in order to meet Customer requirements for contracts, repairs, emergency calls, warranties
- Responsible for the day to day running of a team of Customer Engineers and Subcontractors (where applicable) in a given geographical area
- Control and constantly improve efficiency and productivity of CEs and Subcontractors in the assigned area
- Cooperate with Service Sales Team and Product Project Team to achieve sales objectives.
- Assure the execution of all the controls prescribed by I.T.C. Regulation for legal commerce of products (also HQ/SW), services, systems and technologies Emerson Network Power in total or composed by parts produced in USA. ITC Regulation Grading: "Overview"

Primary Duties & Responsibilities
- Service call reception and routing to the appropriate service area - Customer Service requests opening into ERP.
- Process new orders for T&M on ERP system in well-timed manner
- Schedule Service Requests maximizing efficiency, productivity and product knowledge of Customer Engineers.
- Raise purchase orders for subcontractors following Company Policies
- Managing Battery Recycling Requests and Invoicing.
- Managing Swapping Contract repairs and reporting.
- Coordination with repair center of those activities related to Low Power dispatching.
- Ensure all engineers and subcontractors debriefing information are properly collected in order to have clear invoicing and inventory management. Ensure costs are monitored before closing SRs
- Invoice Customers as soon as a job has been completed and close relevant Service requests. - Closing of Service Requests.
- Ensure total discipline in the use of the ERP system
- Management of customer´s Service Gateways Webs when required.
- Manage requirements (such as shipments) of non-sale related and out of ERP.
- Provide weekly updates on revenues projections and timely escalate possible capacity issues or material shortage
- Ensure efficiency, productivity and overtime targets are met and CE workload is fairly distributed - Ensure reaching relevant KPI targets
- Transfer leads to the sales team
- Assures liaisons with the accounting dept. in connection with invoicing procedures and with service sales team for dispatch to the customers, supplying service information (internally and to the customers).
- Follow and respect, in all its technical interventions, the environmental guidelines established by Vertiv, and those that are specific to the client's facilities where the intervention is carried out. Work closely with Department Manager to assist with day to day operational duties.
- To know and to comply with the waste producer’s requirements established by the current legislation, concerning the handling, transfer and storage of the wastes until their delivery to an authorized waste management company
- As a User, comply with the Company’s ITC policy

Key Dimensions Average of tasks per area, depending on the focused activity of the position.
- Approximately 20 Incident calls in Call Log per month.
- Approximately 15 Service Request creation per month.
- Approximately 35 Service Request billings per month.
- Approximately 15 Recycling requests per month.
- Approximately 1.1 Subcontracted Labor Purchase Orders per month.
- Scheduling about 10/15 direct Customer Engineers
- Area of business $1M/year (base year)