Supervisor Service Support

Join a High-Performance Culture That Drives Innovation and Excellence

AtVertiv, we don’t just hire talent—cultivate leaderswhodriveinnovation andengageteams to push the limits of what’s possible. As a global leader incritical digital infrastructure, we are scaling up to meet the demands ofAI, data centers, and next-gen technology—and we need bold, high-performing individuals like YOU to take us to the next level.

Why Vertiv?

• High-Performance Culture:We empower you tothink big, execute with excellence, and deliver impact. Ourperformance-driven mindsetrewards those who challenge the status quo and drive meaningful change. Over50 CEO Awardsare given annually to recognize top talent moving the needle forward.
• Leadership Without Limits:Leadership at Vertiv goes beyond just titles—it’s about accountability, trust, and ownership. Our leadersengage and drivewithcollaboration, innovation, and customer-centric thinking, setting the foundation for anaction-focused culture.
• Limitless Growth & Learning:We believe in continuous development. Whether throughrotational programs or high-impact projects, you’ll have the opportunity toexpand your expertise and grow your career.
• A Place for Everyone:Our commitment toinclusionensures that all employee’s unique strengths and perspectives are valued.Your voice matters, your growth is prioritized, and your success is celebrated.

OVERVIEW

The Supervisor, Service Support is responsible for leading and developing a team of Service Support Coordinators responsible for scheduling and dispatching field engineers and subcontractors to meet customer commitments and service level agreements (SLAs). This role oversees daily scheduling operations, workforce planning, resource optimization, escalation management, and service delivery performance across assigned regions.

The Supervisor ensures efficient utilization of field resources, maintains scheduling compliance, drives operational excellence through continuous improvement initiatives, and serves as the primary escalation point for complex scheduling and dispatching challenges. The position collaborates closely with Service Delivery, Field Operations, Planning, Customers, and Third-Party Service Providers to ensure timely and effective service execution while maintaining high levels of customer satisfaction.

KEY RESPONSIBILITIES

Operational Leadership

• Lead and supervise the Scheduling and Dispatching team to ensure efficient day-to-day operations and achievement of service delivery targets.
• Oversee resource allocation, workforce scheduling, dispatch planning, and workload balancing across assigned regions.
• Ensure service requests are scheduled and dispatched within agreed SLA and contractual commitments.
• Monitor backlog, aging work orders, engineer utilization, response times, and scheduling effectiveness.
• Act as escalation point for critical service requests, customer concerns, and scheduling conflicts.
• Ensure business continuity through proper workload distribution, shift planning, and coverage management.
• Coordinate with Service Delivery Managers, Field Service Engineers, and subcontractors to optimize resource availability and service outcomes.

People Management

• Directly manage a team of Service Support Coordinators, including coaching, mentoring, and performance management.
• Conduct regular one-on-one meetings, performance reviews, and development discussions.
• Set individual and team goals aligned with organizational objectives and KPIs.
• Identify training needs and facilitate knowledge transfer and cross-training activities.
• Drive employee engagement, accountability, and adherence to company policies and procedures.
• Support recruitment, onboarding, and succession planning initiatives for the team.
• Foster a culture of collaboration, customer focus, operational excellence, and continuous learning.

Continuous Improvement and Operational Excellence

• Lead Continuous Improvement (CI) initiatives focused on scheduling efficiency, productivity, quality, and customer satisfaction.
• Analyze operational data, identify trends, bottlenecks, and process gaps, and implement corrective actions.
• Develop and maintain standard operating procedures (SOPs), work instructions, and best practices.
• Utilize Lean, Six Sigma, automation, AI, or digital solutions to improve operational effectiveness where applicable.
• Lead process improvement projects and support regional or global transformation initiatives.
• Promote a culture of innovation and continuous improvement within the team.

Performance Management