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 employees' unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

Brief Job Description:
•    Responsible for end-to-end coordination of service requests and work orders across multiple customer accounts and service management platforms
•    Manages the full lifecycle from intake and technician assignment through parts coordination, scheduling, and service completion 
•    Serves as the central point of contact between customers, field service teams, logistics, and management
•    Ensures timely service delivery within contractual SLAs
•    Accepts, processes, and manages work orders received through third-party portals, service management systems, and tracking tools
•    Creates and updates Service Requests, accepts and completes Work Orders in the enterprise business system (EBS)
•    Assigns Customer Engineers or Service Partners to service requests with correct scheduling and task details
•    Manages parts logistics — spare parts tasks, shipment tracking, delivery confirmation
•    Processes quotes and proposals on customer portals
•    Gathers and validates site/equipment information across multiple data sources
•    Maintains tracking sheets/Smartsheets with accurate ticket status, parts info, scheduled dates, and notes
•   Generates system reports and updates corresponding tracking tools
•   Performs quality checks on processed SRs and flags discrepancies or system errors
•   Supports onboarding of new hires and provides peer coaching to junior team members

Required/ Minimum Qualifications :
•   College graduate of any course

Additional / Preferred Qualifications: 
•    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.

Physical & Environmental Requirements: 
To be used majorly for manufacturing jobs.

Time Travel Needed : 
No Travel

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