Service Support Coordinator I (Open for Fresh Graduates)

The SOS Agent is a dedicated, cross-trained specialist who rotates across 9 service functions within Vertiv's Customer Resolution Center to ensure business continuity, eliminate backlogs, and provide immediate staffing support. This is an elite rotational role designed for high-performing individuals who want to accelerate their careers. 

• →KRA 1: Deployment & Support - Definition:  The core duty of ensuring rapid deployment and effective backfill support across service functions to maintain business continuity and eliminate backlogs.
  • →Deploy to assigned service functions within <24 hours of activation
  • →Provide immediate backfill support during attrition, volume spikes, or medical leave coverage
  • →Support 2-3 simultaneous team assignments per deployment cycle
  • →Achieve 90% backlog clearance within deployment timelines
  • →Coordinate with receiving managers for seamless transition into deployed teams
• →KRA 2: Performance & Quality Standards - Definition:  Maintaining high performance metrics and quality standards across all deployed functions to deliver excellent service outcomes for customers and the business.
  • →Maintain >95% SLA compliance in all deployed functions
  • →Achieve ≥90% customer satisfaction (CSAT) scores
  • →Maintain <5% error/rework rate across all tasks
  • →Match or exceed team-average productivity levels
  • →Participate in performance evaluations at Week 4, Week 8, and Week 12 checkpoints
• →KRA 3: Rotation & Integration - Definition:  Successfully integrating into each deployed team and building cross-functional expertise across all service areas within the CRC.
  • →Complete 3-month rotational deployments across service teams (SPE, SDA, SDM, Supply Chain, Warranty, Order Management, Sales Support, Logistics Procurement, CRC)
  • →Shadow experienced team members during ramp-up period (Weeks 2-4)
  • →Achieve full team integration and independent operation by Week 4
  • →Adapt to new processes, systems, and team cultures with each rotation
  • →Build cross-functional knowledge to support any service area as needed
• →KRA 4: Professionalism & Continuous Improvement - Definition:  Upholding the highest standards of professional conduct and actively contributing to program improvement, knowledge sharing, and representing the SOS program with excellence.
  • →Maintain 100% attendance and punctuality
  • →Provide feedback to improve program processes and training materials
  • →Demonstrate initiative and problem-solving in all deployments
  • →Represent the SOS program with excellence and professionalism
  • →Support knowledge transfer and documentation for future SOS agents

• High school diploma or equivalent required; Bachelor's degree preferred
• Strong verbal and written communication skills
• Demonstrated adaptability to new processes and environments
• Proficiency in Vertiv systems and tools
• Experience in more than one service function
• Demonstrated initiative and problem-solving ability
• Track record of exceeding team-average productivity
• Leadership potential and collaborative mindset

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