Service Support Coordinator II

Job Description

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