Service Support Coordinator II

Join A High-Performance Culture That Drives Innovation And Excellence

At Vertiv, we don't just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what's possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, 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 to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are 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 leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture.
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you'll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone: Our commitment to Inclusion ensures that all employee's unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

The Service Support Coordinator (Warranty Administrator) is responsible for managing complex warranty claims from initial receipt to delivery, followed by system processing in accordance with established rules and procedures. The Warranty Administrator coordinates with internal stakeholders across EMEA region, identifies the issue, documents it and defines severity. Maintains a strong customer focus to ensure high satisfaction levels and timely resolution of claims.

Responsibilities:

• Provide first-line support for internal and external requests via phone and email (50% of working time), logging all details into the CRM.
• End-to-end handling of warranty cases: verify warranty status, manage RMAs (40% of working time), ensure compliance with OEM and internal requirements, and issue accurate invoices.
• Coordinate with internal stakeholders (Quality, Technical Support, Shipping, Warranty) and support regional teams and distributors across EMEA, NA, LATAM, and APAC.
• Track and resolve customer support requests, escalating delays as needed, and maintain a strong customer focus to ensure high satisfaction levels and timely resolution of claims.
• Document customer-reported problems, define severity, and ensure timely follow-up on agreed actions.
• Monitor and maintain warranty claim data in Oracle Engagement Cloud and Oracle Donna, ensuring high data quality.
• Manage support requests coming by e-mail
• Audit service standards, assign incidents correctly, and provide parametric data to customers
• Review and process claims logged by market units, calculate warranty price
• Negotiate about cases with tech support and quality teams and help to address technical issues to the appropriate channels, technical experts
• Keep contact with customers where necessary
• The work strongly impacts the warranty re-charge/reimbursement process between factory and the EMEA MUs, and influences service level
• Generate and issue necessary reports.
• Verify warranty status
• Promote process improvements to reduce warranty claims and support business objectives.
• Foster clear communication, a positive customer experience, and effective collaboration with all levels of internal personnel.
• Deliver high-quality service to customers consistently.

Qualifications:

• General knowledge of at least one of the following: CRM, Microsoft Excel, PowerPoint, Word.
• Education: Minimum high school diploma with leaving exam.
• English proficiency: minimum upper-intermediate (B2) level
• 2+ years' experience in customer relations.
• Strong ability to provide prompt, clear, and accurate information.
• Professional, adaptable, and able to prioritize according to customer needs and available resources.
• Detail-oriented, motivated, and deadline-driven
• Excellent communication and interpersonal skills with a diplomatic, customer-focused approach.
• Capable of working independently while meeting deadlines.
• Flexible to perform additional administrative duties assigned.