Service Support Coordinator II (Scheduling & Dispatching)

Job title: Service Support Coordinator II (Scheduling & Dispatching)

Position Summary: The position is responsible for supporting daily service coordination activities to ensure timely and accurate scheduling/dispatching of field engineers. Working as part of the regional operations team, the role focuses on operational execution, data accuracy, customer coordination, and adherence to service delivery standards. This position is critical in maintaining operational stability by ensuring all scheduling activities are executed accurately, on time, and aligned with service level commitments.

Job Responsibilities: Scheduling & Service Coordination

• Support the scheduling and dispatching of field service engineers based on priority, availability, and service level agreements (SLAs).
• Book service works through phone and email coordination with customers.
• Ensure accurate and complete entry of job details into the system for engineering execution.
• Monitor daily scheduling queues and respond to new maintenance contracts and service repair requests.
• Update systems in real time to reflect appointment confirmations, changes, and completions.

Operational Execution & Accuracy

• Run and review daily reports to capture new service requirements and ensure proper scheduling actions are taken.
• Ensure all service documentation and job descriptions are complete and accurate.
• Review engineers’ service reports to ensure all PO line items are completed and validate that charges align before moving orders to “Awaiting Billing.”
• Verify completeness of service details prior to handoff to billing to prevent delays or rework.
• Maintain high attention to detail to prevent scheduling conflicts, billing discrepancies, or data inaccuracies.
• Escalate discrepancies, documentation gaps, or operational issues to Senior Analysts or Supervisors in a timely manner.

Customer & Internal Coordination

• Act as first-level point of contact for scheduling-related enquiries.
• Coordinate with parts supply, technical teams, and sales when required to ensure readiness for service delivery.
• Provide timely updates to customers regarding booking confirmations and changes.
• Always maintain professional and service-oriented communication.

Compliance & Process Adherence

• Perform all activities in compliance with International Trade Compliance (ITC) regulations and company policies.
• Follow established scheduling processes and standard operating procedures.
• Support transition activities by actively participating in knowledge transfer sessions and applying learnings in daily operations.

Qualifications

• Bachelor’s degree in Business, Engineering, Operations Management, or a related field required.

• MBA or equivalent advanced degree is a plus.

• 1–3 years relevant experience in scheduling, coordination, customer service, or operations support.

• Experience working with scheduling or service management systems preferred.

• Strong attention to detail and data accuracy.

• Good communication skills (verbal and written).

• Comfortable handling phone and email customer interactions.

• Ability to work in a fast-paced, target-driven environment.

• Basic exposure to service operations, scheduling, or coordination roles

• Familiarity with operational systems or service management tools

• Awareness of process improvement practices (e.g., Lean, standard work, checklists)

• Experience supporting cross-functional coordination (e.g., parts, technical teams, customer service)

• About Us

• The successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities.

• OUR CORE PRINCIPLES: Safety. Integrity. Respect. Teamwork. Inclusion.

• OUR STRATEGIC PRIORITIES

• High-Performance Culture

• Customer Focus

• Operational Excellence

• Innovation

• Financial Strength

• VERTIV BEHAVIORS

• Own it

• Act with urgency

• Foster a customer-first mindset

• Think big and execute

• Lead by example

• Drive continuous improvement

• Learn and seek out development

• Promote transparent & open communication

• About Vertiv

• Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks, and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries.

• Equal Opportunity Employer

• Vertiv is an Equal Opportunity/Affirmative Action 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.