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.

Job Responsibilities

• Proactively manage and maintain a pipeline with a minimum three-month lead time on all generated opportunities and quotes, including upcoming renewals and warranty expirations.
• Review and validate all opportunities and quotes generated by automated systems or bots to ensure accuracy, completeness, and alignment with current pricing, product configurations, and customer requirements.
• Maintain a balance between Vertiv corporate policies/procedures and customer requirements, ensuring compliance while delivering customer satisfaction.
• Provide a high level of customer service to internal and external Sales Representatives by:
• Responding promptly to inquiries from customers, Vertiv Field Teams, and the Credit Department.
• Addressing questions related to service levels, number of preventive maintenance (PM) visits or service requests, and billing.
• Accurately and efficiently enter all service contracts related to equipment orders.
• Maintain and update customer contact information, ensuring accuracy across systems.
• Provides high-quality and valuable support to contracts administration and related processes.
• Processes transactions on time and in an efficient, effective, and accurate manner, with focus on quality and timeliness.
• Ensures that information logged in the designated databases and systems is accurate and updated.
• Ensures that proper monitoring is in place and required reports are delivered in a timely manner.
• Ensures that information needed by internal and external customers are provided accurately and on time.
• Ensures all contract transactions are done accurately and on time.
• Ensures all required information is logged in the appropriate systems and databases in a timely and accurate manner.
• Provides accurate solutions to issues and concerns raised by the market units or other points of contact.
• Liaises with the market units regarding any detail/s not sufficiently clear to ensure transactions are accurate.
• Guarantees accuracy in all transactions as per agreed SLA and complies with the defined procedures and standards set forth within the workgroup/team.

Qualifications:

• College graduate of any course
• Minimum of 1-2 years of experience in sales, customer service, or business administration role is required.
• Background in inside sales and familiarity with sales methodologies is a plus.
• Previous experience within a service environment performing administrative functions.
• Focused with strong administration, analytical and organizational skills.
• Possesses initiative and a strong sense of ownership and responsibility.
• Keen attention to details.
• Comprehensive administrative/clerical/back office experience.
• Time management skills.
• Must be able to work with minimal supervision.
• Works well with others; team player.
• Fluent English written and verbal skills.
• Strong sense/knowledge of the service business.
• Knowledge of computer systems. Knowledge of ERP (Oracle, SAP, etc.) is a plus.

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

• 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