Field Service Operations Lead - Milan

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 Field Service Delivery Supervisor to join our team in Milan, Italy !

Role Statement:

• To assure installation, service and repair of Company products at customer premises, maintaining relations with customer, salesman, distributors and other within his/her area.
• Responsible for the day to day running of a team of Customer Engineers and Subcontractors (where applicable) in a given geographical area, including safety audits
• Improve overall customer satisfaction in the assigned area Maintains overall customer satisfaction through the direction and performance management of all field associates in the Area.
• Has responsibility for implementing and aiding in the development of all operating procedures, plans, programs. Responsible for efficient allocation of Human and Capital resources. Emphasis on achieving results through the proper selection, development, evaluation and leadership of associates within the Area.
• Be key element in incident resolution and active part of escalation path supporting both operational and commercial effort.
• Control and constantly improve efficiency of CEs and Subcontractors in the assigned area
• Cooperate with Service Sales Engineers to achieve sales objectives

What kind of work will you be doing?

• Assist dispatching team with the organization of works
• Ensure spare parts are properly accounted for using established parts procedures and be responsible for van stocks inventory and ensures van stock transaction discipline
• Being a reference point for key customers in case of emergency and troubleshooting
• Ensure availability to work during week-end and night in compliance with local labor laws
• Cooperate to the allocation and control staff holidays, absence, sick leave and co-ordinate with HR and Service Regional Operations Manager
• Provide technical support to CEs and customers, on-site technical assistance
• Visit and monitor Customer sites to ensure engineers are maintaining an appropriate standard of safety and workmanship and Performs regular safety audits with the associates under his responsibility to verify understanding and application of local and Emerson rules on safety.
• Lead investigation on customer complaints, agree remedial action and correspond with the client as appropriate
• Supervise the warranty claim process for his / her area and team
• Ensure total discipline in the use of the ERP system and Wireless Field Automation by the team in the assigned area
• Ensure all engineers time sheets and records are collated and processed for remedial works and invoicing, in good time and ensure monthly ‘cut off’ are not delayed.
• Provide 24 hours, 365 days a year mobile phone & pager support to engineers and the dispatching centers.
• Ensure costs are monitored on all T&M and project works carried out
• Transfer leads to the sales team and inspire culture of commercial operations in his/her field team maximizing the generation of sales leads from Customer Engineers and Subcontractors.
• Ensure the Area’s manpower planning and equitable distribution of workload assignments for the territory.
• Provide weekly updates on revenues projections and timely escape possible capacity issues or material shortage
• Ensure reaching relevant KPI targets (overtime, PM completion, First time fix, Customer Engineer productivity, Customer Engineer efficiency…).
• Ensure that engineers have the correct tooling to carry out the works, maintain the calibration log, ensure electrical equipment, testing requirements are fulfilled and updated
• Ensure all aspects of delivery are performed in compliance with the company’s quality, health & safety and environmental policies and standards, with particular attention given to regulatory requirements such as electricity at work act, working time directive, COSSH, etc.
• Ensure that any activity, task and responsibility required by role in terms of the International Trade Compliance Regulation is managed and performed in full compliance with the Company ITC certification program itself

What will make you successful?

School background, basic skills, technical / functional skills:

• Electrical/Electronic high school diploma
• Minimum 10+ plus years of field service experience
• Proven experience on a primary Service ERP system (Oracle, SAP,etc.)
• Language skills: good English
• Good knowledge of Service specific business, techniques and processes
• Good technical knowledge of the Emerson Network Power product portfolio

Attitudes

• - Disciplined and authoritative. Stress resistant
• - Organizational and time management skills
• - Able to manage people and coordinate/run projects
• - Well organized and able to work under pressure
• communicative

OUR CORE PRINCIPALS

Safety. Integrity.Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

Customer Focus

• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR 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

The anticipated salary range for this role in Milan - Italy locality is between 48,313 Euros to 60,392 Euros gross per year (based on a full-time working week). Certain roles may be eligible for variable compensation and benefits. Where applicable, a comprehensive overview of the full benefits package and any additional compensation will be provided during the recruitment process in accordance with local legal requirements. Compensation is determined based on objective, gender-neutral criteria, including skills, experience, and job responsibilities.

The applicable National Collective Bargaining Agreement (CCNL) for this role is Metalmeccanico Industria