Service Support Coordinator II

Join Vertiv

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?

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 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.

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.

Our commitment to inclusion ensures that all employees' unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

Position Summary

This position's objective is to ensure timely process review, audit and invoicing of all field service tickets. Preparing, creating and coordinating Time and Material quotes, reviewing of Site contract activity, monitor team and training associates while maintaining a good communicative relationship with the Customer Engineers, District Managers, Coordinators, end user customers, and internal customers. Amounts of tickets invoiced will determine monthly revenue of Vertiv Services.

Job Responsibilities

• Prepare, create and coordinate T&M Quotes request by Customer Engineer, Customer Relationship Manager, District Manager and Customer in a timely manner.
• Maintain the accuracy and completeness of T&M Quote document and Service Authorization Form uploaded to SharePoint.
• Follow up T&M quotes to customer to pursue the stated service on a regular basis.
• Create Liebert service request/ticket from approved quote; provide all the information on the service ticket, re: billing information/instruction, description of work and notify District Manager and District Operations Coordinator regarding the service ticket.
• Monitor quoted service ticket by following up to District Operations Coordinator for completion and status of work.
• Review and billing of service request/ticket from approved quoted job.
• Proper review and audit of service done or performed by the Liebert technician. Evaluate if the service is billable to customer, covered by contract, covered by warranty or no charge.
• Analyze the proper recognition of revenue and cost of a service. (quoted job vs. actual service) (correct time stamp for labor and travel) (Transfer of time stamp if necessary to properly allocate the cost of the service).
• Create and update billing details of the customer.
• Coordinate with the Customer Engineers and Parts Department regarding parts used on the service ticket.
• Investigate disputed invoices and escalate to District Manager to work out on resolution.
• Maintain a good communicative relationship with District managers, Customer Engineers, end user customers, outside sales representative and inter department colleagues.
• Create No Charge Form for approval of District Manager.
• Set goals with Team leader to ensure that teams grow along with the support being extended to the customers.

Qualifications

• Graduate of any Management or Business course or any other courses related to the field.
• Basic accounting background.
• Knowledgeable of basic Accounts Payable and Accounts Receivable process.
• Review and processing of PO and quotations.
• Working knowledge of Microsoft office applications such as Word, Excel, Power Point, Access Database.
• Excellent phone and interpersonal skills.
• Well-developed organizational skills, ability to handle multiple task and attention to details.
• Ability to work with minimum supervision.
• Customer resolution skills.

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

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

OUR BEHAVIORS

• Think Big and Execute
• Act With Urgency
• Own It
• Drive Continuous Improvement
• Promote Transparent and Open Communication
• Learn and Seek Out Development
• Foster a Customer-First Mindset
• Lead by Example