At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $6.9 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.
We are looking for a Supervisor Field Service AC Power to join our team in Rome, Italy!
This is a temporary opportunity, offering a 6-month contract.
Role Statement:
* Ensure installation, service, and repair of company products at customer premises, maintaining relations with customers, salespeople, distributors, and others within the area.
* Responsible for the daily management of a team of Customer Engineers and Subcontractors in a geographical area, including safety audits.
* Improve overall customer satisfaction by managing the performance of all field associates in the area.
* Implement and develop operating procedures, plans, and programs. Allocate human and capital resources efficiently.
* Support incident resolution and escalation processes, supporting both operational and commercial efforts.
* Control and improve the efficiency of CEs and Subcontractors in the area.
* Collaborate with Service Sales Engineers to meet sales objectives.
Key Duties & Responsibilities
* Assist dispatching with work organization.
* Manage spare parts inventory and van stocks.
* Serve as a key contact for emergency and troubleshooting with key customers.
* Be available to work during weekends and nights, complying with local labor laws.
* Coordinate staff holidays, absences, and sick leave with HR and regional managers.
* Provide technical support and on-site assistance to CEs and customers.
* Monitor customer sites for safety and workmanship, conducting safety audits.
* Lead investigations on customer complaints and coordinate remedial actions.
* Supervise warranty claim processes.
* Ensure proper use of ERP and wireless automation tools.
* Manage timesheets and records for invoicing and remedial works.
* Provide 24/7 support to engineers and dispatch centers.
* Monitor costs for T&M and project works.
* Generate sales leads and promote a commercial culture within the team.
* Plan manpower and distribute workload fairly across the territory.
* Provide weekly revenue updates and escalate capacity or material issues.
* Achieve KPIs such as overtime, PM completion, first-time fix rate, and engineer productivity.
* Ensure engineers have the correct tools, calibration, and safety equipment.
* Comply with quality, health & safety, environmental policies, and relevant regulations.
* Manage activities in accordance with International Trade Compliance regulations.
Job Qualifications
Education and Skills:
* High school diploma in Electrical/Electronic fields.
* At least 10+ years of field service experience.
* Experience with primary service ERP systems (Oracle, SAP, etc.).
* Proficiency in English.
* Knowledge of service processes and techniques.
* Technical knowledge of Emerson Network Power products.
Attitudes:
* Disciplined, authoritative, and stress-resistant.
* Organized with good time management skills.
* Leadership skills to manage people and projects.
* Effective communicator and able to work under pressure.
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