Field Service Coordinator Thermal Specialist

hace 2 meses

Madrid, Madrid, España Vertiv A tiempo completo

About the Role

We are seeking a highly skilled and experienced Field Service Coordinator - Thermal to join our team at Vertiv. As a key member of our dynamic team, you will be responsible for providing exceptional service to our customers and ensuring the smooth operation of our thermal services.

Key Responsibilities

  • Respond professionally to assigned service calls, adhering to procedures outlined in the Field Procedure Manual and safety policies.
  • Keep dispatching center informed of schedule and job statuses, ensuring spare parts are properly managed.
  • Submit paperwork accurately and on time, providing debriefs for Wireless Field Service.
  • Maintain accuracy of customer and installed base database, reporting errors and identifying sales or service leads.
  • Act as key customer reference point for emergencies and troubleshooting, ensuring availability during weekends and nights as per labor laws.
  • Manage staff scheduling, holidays, and absences, ensuring efficiency, productivity, and KPI targets are met.
  • Provide technical support to Customer Engineers (CEs), conducting site visits to monitor safety and work standards.
  • Perform regular site and CE Health & Safety Audits, oversee van stocks inventory, and lead investigation into customer complaints.
  • Supervise warranty claims and ensure discipline in ERP system and Wireless Field Automation usage.
  • Administer On-the-Job Training, ensure engineers have correct tools, and manage time sheets and invoicing processes.
  • Assist dispatching team, provide 24/7 mobile support to engineers, and transfer leads to sales team.

Requirements

  • School Background: Air Conditioning or Electrical engineering high school diploma;
  • Language skills: Native in the local language; Good English;
  • Technical / Functional skills:
    • Minimum 10 years of experience in the Air Conditioning industry / UPS industry
    • Computer Literate (All office associated programs including Outlook and Microsoft Project)
  • Able to manage people and coordinate/run projects;
  • Well organized and able to work under pressure;
  • Attitudes: Customer service oriented.

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