Service Support Senior Analyst

JoinaHigh-PerformanceCultureThatDrivesInnovationandExcellence

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.

Job Responsibilities:

• Provide first-line support for internal and external requests via phone and email (50% of working time), logging all details into the CRM.
• End-to-end handling of warranty cases: verify warranty status, manage RMAs (40% of working time), ensure compliance with OEM and internal requirements, and issue accurate invoices.
• Coordinate with internal stakeholders (Quality, Technical Support, Shipping, Warranty) and support regional teams and distributors across EMEA, NA, LATAM, and APAC.
• Track and resolve customer support requests, escalating delays as needed, and maintain a strong customer focus to ensure high satisfaction levels and timely resolution of claims.
• Document customer-reported problems, define severity, and ensure timely follow-up on agreed actions.
• Monitor and maintain warranty claim data in Oracle Engagement Cloud and Oracle Donna, ensuring high data quality.
• Manage support requests coming by e-mail
• Audit service standards, assign incidents correctly, and provide parametric data to customers
• Generate and issue necessary reports.
• Verify warranty status
• Foster clear communication, a positive customer experience, and effective collaboration with all levels of internal personnel.
• Deliver high-quality service to customers consistently.
• Intermediate level professional individual contributor:
  • Determining best service that can be provided to customers
  • Improvement strategies around his/her overall responsibilities
  • Prioritizing workload and completion of multiple tasks in a predetermined time frame
  • Displays initiative, and can work with minimum supervision
  • Lead and promote process improvements to reduce warranty claims and support business objectives.
  • Identify possible solutions to a variety of problems and take action to resolve, applying judgment within defined parameters
  • Be the Go-To Point of Contact for this support in Manila Hub
  • Lead and support onboarding of new hires and train the team as needed
• Team player with excellent interpersonal skills is a must, collaborating with team and key stakeholders

Job Qualifications:

• General knowledge of at least one of the following: CRM, Microsoft Excel, PowerPoint, Word.
• Education: University degree or equivalent experience in a related field.
• English proficiency: minimum upper-intermediate level
• 2+ years' experience in customer relations.
• Strong ability to provide prompt, clear, and accurate information.
• Professional, adaptable, and able to prioritize according to customer needs and available resources.
• Detail-oriented, motivated, and deadline-driven
• Excellent communication and interpersonal skills with a diplomatic, customer-focused approach.
• Capable of working independently while meeting deadlines.
• Flexible to perform additional administrative duties assigned.

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