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 technologyand 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 titlesit'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 Summary
Serves as the primary customer contact for onboarding and connectivity of remote service offerings. The primary objective of this role is to work closely with customers, field teams, and internal stakeholders to ensure the successful start-up, configuration, and deployment of remote monitoring services. The position ensures accurate service setup, timely resolution of connectivity issues, and proper documentation within service systems to support reliable service delivery and customer satisfaction.
Job Responsibilities
- Receive service contracts and accurately enter required information into tracking tools and backend service systems.
- Contact customers via phone and email to provide onboarding instructions, technical requirements, and guidance for connecting equipment to remote monitoring services.
- Create and manage service tickets related to onboarding activities including pre-commissioning, surveys, new account creation, and equipment tagging within service databases.
- Address customer inquiries related to connectivity and remote services, resolving issues directly or escalating to the appropriate Vertiv teams when necessary.
- Follow up with customers and internal stakeholders to ensure successful equipment connectivity and resolution of issues preventing service activation.
- Serve as the primary support contact for field Customer Engineers and Service Partners during the onboarding and connectivity process.
- Ensure project and service documentation is complete, accurate, and properly maintained within internal systems.
- Participate in customer meetings, conference calls, and discussions to support onboarding activities and ensure alignment on service requirements.
- Coordinate with internal teams to fulfill customer requests and ensure timely completion of onboarding and service-related tasks.
- Monitor workload and service levels, assisting with task coordination and workload distribution within the team when required.
- Record and submit operational trackers, reports, and transaction logs to support monitoring of team performance and service activities.
- Gather operational data, analyze trends, and generate reports with recommendations to support service improvements and operational efficiency.
- Lead team huddles or information-sharing sessions when required, communicating best practices, lessons learned, and process or product updates.
- Manage shared team mailboxes and ensure incoming requests are properly assigned and addressed in a timely manner.
- Adhere to shift schedules and attendance expectations to maintain consistent customer support and balanced team operations.
Job Qualifications
- Bachelor's Degree in Electronics, Electrical, Mechanical, Computer Science, or related field
- Minimum of 2 years of professional experience in customer phone support
- Minimum of 1-3 year experience working within sales, engineering, parts & service, field applications and/or data center environment
- Strong organizational skills with the ability to handle multiple tasks are required
- Project management experience with service implementation
- Self-motivated and able to work without supervision; must exercise independent judgment and discretion
- Ability to normally work standard North America business hours and overtime as needed
- Detail-oriented and a high degree of accuracy regarding problem-solving and analytical skills
- A professional attitude towards customer relations
- Excellent verbal and written English communications skills and presentation skills
- Good PC skills (spreadsheets, database and word processing) are required.
- Working knowledge of data communications processes and networking
- Familiarity with standard Network protocols (SNMP, NTP) and configuration is desirable.
- Preferred Additional Skills: Automation, LLM (ChatGPT, CoPilot, Gemini), PowerBI
- Oracle PLM experience 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
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 such as E, F-1, H-1, H-2, L, B, J, or TN 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.
