Service Technical Support IX - LIFE Services Administrator

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.

Brief Job Description:

Serves as the main customer contact for getting customers connected to Vertiv's Remote Monitoring platform. The primary objective of this position is to work with customers, and internal teams, to ensure a successful start-up, implementation and deployment of remote service offerings.

Responsibilities:

• Identifies customer needs through communication and probing.
• Ensuring all critical alarms are reported to the customer in an agreed SLA
• Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time.
• Assists customers in handling, servicing, follow-up, communication and closure of issues.
• Completes workload on time. Monitors if transactions are processed in a timely manner.
• Implements error-proofing method to ensure all transactions done are accurately
• Participates in conference calls, meetings and discussions with customers.
• Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers
• Coordinates with other teams/support to complete the request of customers.
• Monitors team service level and assist in workload distribution
• Conducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor.
• Assists colleagues in answering general escalations from customers
• Handles specialized queries from customers
• Records and submits periodic and/or quarterly transaction records, log sheets and/or trackers.
• Plans, executes and manages own workload and projects
• Lead team meetings, huddles and information cascades. Communicates with the team on best practices, lessons learned, process and product updates during team huddles / meetings
• Manages team common mailboxes and delegates tasks to colleagues
• Gathers data, analyses trend, generates and submits reports to line leaders with recommendations.
• Uses effective communication tools like flow charts, process flows, diagrams, etc. to effectively communicate products and processes, convey information and respond to queries/requests coming from different levels.
• Identify team opportunities and challenges. Provide sound recommendations to line leaders and/or stakeholders by translating, enhancing and consolidating information into forms that can be used for decision making of the top management.
• Conducts product / process / functional trainings.
• Manages/handles at least 1 company / platform / business unit project/initiative.
• Coordinates and networks with other members of the team to complete assigned projects and programs.
• Support projects related to quality improvement.

Qualifications:

• Bachelor's Degree in Electronics, Electrical or Mechanical Engineering or Computer Science, or related field
• Project Management Experience
• Must have good planning, organizing, documentation, and communication skills.
• Must be team oriented.
• Skill in personal computer use and various applications programs, i.e., spreadsheets, CAD, Microsoft Office Suite, Solid Edge, Smartsheet, PowerBI and Power Automate
• Oracle PLM experience a plus.

Physical & Environmental Demands:

• Office work environment and some exposure to manufacturing and lab environment which would require the use of personal protection equipment.

Time Travel Required:

• 0 %

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

About the Team

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.

Job Info

Job Identification 20263615

Job Category Service Technical Support

Locations Mandaluyong City, Philippines