Service Support Supervisor

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

The Supervisor – Sales Contracts Team is a tactical people leader responsible for managing day-to-day operations of a business support team. This role sets clear operational objectives, guides individual and team performance, and ensures consistent adherence to policies and procedures. Supervisors in this track resolve operational challenges that may be moderately complex, working within defined policies and frameworks to enforce standards, monitor compliance, and align with business goals.

Within the Sales Contracts team, this leader oversees order processing for all after-market service orders, including service renewals and extended warranties, as well as administrative sales support activities. The role ensures timely, accurate execution of responsibilities, supports continuous process improvements, and maintains data accuracy across systems.

This position directly impacts team productivity, customer experience, and overall service delivery. Regular interaction with team members, peer leaders, customers, and internal stakeholders is essential to foster collaboration, ensure timely information exchange, and resolve operational issues.

 

• Set day-to-day operational objectives for the Sales Contracts team.
• Address moderately complex operational challenges related to quoting, order processing, service renewals, customer onboarding compliance, and administrative sales support for major and global strategic accounts.
• Ensure direct reports, customers, and stakeholders understand and follow company policies and procedures.
• Manage hiring, termination, performance appraisal, rewards and recognition, training & development, and/or budgeting responsibilities as required.
• Plan, organize, and coordinate team activities to ensure employee engagement.
• Conduct regular employee forums or skip-level discussions to gauge team sentiment.
• Communicate and enforce policies and procedures within the team.
• Identify and suggest improvements to operational policies.
• Conduct periodic policy compliance reviews and implement corrective actions.
• Make operational decisions that enhance efficiency and customer satisfaction.
• Monitor KPIs to drive performance improvements.
• Address operational challenges promptly to minimize business impact.
• Foster effective communication and collaboration between and across teams.
• Serve as the first point of contact for operational issues and escalate when necessary.
• Maintain strong relationships with internal and external stakeholders.
• Conduct regular operations reviews with stakeholders to provide updated performance results.
  
   

• Experience:
  • 4–8 years in business operations, customer support, sales operations, or related support functions.
  • Minimum 2 years in a people management or supervisory capacity with proven leadership experience.
  • Exposure to performance management, employee engagement, and basic budgeting/resource planning preferred.
  • Experience in cross-functional coordination, compliance monitoring, and stakeholder communication required.
• Education:
  • Bachelor's degree in business administration, Information Systems, Engineering, or related field preferred.
  • Relevant work experience may substitute for degree requirements.
• Skills & Competencies:
  • Advanced proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
  • Ability to interpret KPIs and drive data-based performance improvement.
  • Strong facilitation and coordination skills in cross-functional environments.
  • Excellent written and verbal communication skills.
  • Demonstrated ability to lead by example, act with urgency, and champion continuous improvement.
  • Strong stakeholder management and interpersonal skills.
  • Analytical mindset with attention to detail and data integrity.
  • Ability to manage multiple priorities and navigate ambiguity in a matrixed organization.

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