Dispatching & Administration Supervisor

hace 2 días

Madrid, Madrid, España Vertiv A tiempo completo

Job Description
Job Title:
Dispatching & Admin Manager Iberia

Reports to:
Service Operations Director Iberia

Role Statement

  • Maintains overall customer satisfaction through directing and managing the performance of all field associates in the Area and meeting or settling related SLAs.
  • It is responsible for implementing and assisting in the development of all regional operating procedures, plans and programmes.
  • Responsible for the efficient allocation of human and capital resources.
  • Strives for operational excellence

Key Responsibilities

  • Manage the activity of the dispatchers located in the country and supervise the activity of those of the Shared Services Center in Bratislava.
  • Support the definition of medium- and long-term field capacity planning, ensuring that the appropriate number and type of resources are allocated. Assess staffing needs on a regular basis.
  • Ensure the planning of the area's workforce, and the equitable distribution of workload allocations for the territory.
  • Monitor KPIs of service operations (productivity, overtime, completion of start-ups, preventive and corrective maintenance, efficiency of field technicians, etc...) and develop improvement plans in partnership with functional leaders.
  • Ensure full discipline in the use of ERP systems and field service automation tools
  • Ensure that all information from technicians and subcontractors is collected correctly for clear billing and inventory management. In addition, it follows the processing of any commercial leads coming from field activities
  • Pursue local implementation of Service Model field processes (Service Delivery)
  • Act as a key user in the development and introduction of new processes and tools to eliminate inefficiencies, improve quality, introduce new products into the service portfolio
  • Ensure that cycle counts are completed on time, accurately, to minimize and eliminate variances and that all van inventories are up to date
  • Ensure that new orders are processed in the ERP system in a timely manner
  • Responsible for ensuring that all customer phone calls are handled correctly to resolve emergency cases following a proactive escalation path
  • Support analysis of weekly updates on revenue projections, backlog management, and timely escalate potential capacity issues or material shortages.
  • Ensure liaison with the accounting department regarding billing procedures and with the service sales team for shipment to customers, providing service information (internally and to customers).

Experience And Attitudes

  • Preferably 3+ years of supervisor technical service experience.
  • Disciplined and authoritarian. Stress resistant
  • Ability to manage a decentralized environment.
  • Organizational and Time Management Skills
  • Leadership skills
  • Ability to interact with all levels of the organization, from entry-level to executive
  • Experience with Oracle or a similar service management system

Job Requirements

  • Education: Training in Business Administration/Management (knowledge or qualification in Electricity or Electronics is desirable, but not mandatory)
  • Excellent written and oral communication skills.
  • Language skills: Local language (Spanish) - English essential
  • Good knowledge of the business, techniques and service-specific processes

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