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 customercentric 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.  

Position Summary:  

Process, edit, and review warranty claims through Parts Warranty Claim, Labor Warranty Claim (formerly back charges), other parts credits from the field and warranty replacement order processing in compliance with warranty statement/service policy in a timely manner.   

Job Responsibilities:  

• Process warranty claims for replacement orders of failed parts that are covered under Standard Unit Warranty, Extended Parts Warranty, Extended Compressor Warranty, Service Parts Warranty and Reman Core Credit Only, through Parts Warranty Claim Process.   
• Process warranty replacement order requests in compliance with the warranty policy of the said product line of business. 
• Respond to queries and requests of Sales Reps and other customers received through Warranty Mailboxes in a timely manner. 
• Interface with Accounting and/or plant personnel for concerns on warranty credit and/or warranty replacement orders. 
• Respond to customer calls and monitor Warranty phone support queue.   
• Approval of Labor Claims in a timely manner. 
• Act as back-up for all other warranty processes where knowledgeable as deemed necessary for Business Continuity. 
• Act as officer-in-charge when immediate supervisor is out.   
• Other matters as required by the support 
• Identifies customer needs through communication and probing.   
• Creates solutions to customer problems.  
• Provide sound recommendations to their queries.  
• Provides resolution the first time. 
• Assists customers in handling, servicing, follow-up, communication and closure of issues.   
• Completes workload on time. 
• Monitors if transactions are processed in a timely manner. 
• Implements error-proofing method to ensure all transactions done are accurately 
• Participates in conferences calls, meetings and discussions with customers. 
• Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers 
• Coordinates with other teams/support to complete the request of customers. 
• Monitors team service level and assists in workload distribution 
• Conducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor. 
• Assists colleagues in answering general escalations from customers 
• Handles specialized queries from customers 
• Records and submits periodic and/or quarterly transaction records, log sheets and/or trackers.   
• Plans, executes and manages own workload and projects in cooperation with line leaders. 
• Assists in leading team meetings, huddles and information cascades.  Communicates with the team on best practices, lessons learned, process and product updates during team huddles/meetings 
• Manages team common mailboxes and delegates tasks to colleagues 
• Gathers data, analyses trend, generates and submits reports to line leaders with recommendations. 
• Uses effective communication tools like flow charts, process flows, diagrams, etc. to effectively communicate products and processes, convey information and respond to queries/requests coming from different levels. 
• Maintenance and regular update of all process documentations as well as creation of process documentations for new processes. 
• Identifies problems areas and sources, offers possible solutions and escalates to line leaders/seniors when necessary. 
• Completes personal individual development plan and implements agreed training/development activities. 
• Assists the team lead in identifying team opportunities and challenges. Provide sound recommendations to line leaders and/or stakeholders by translating, enhancing and consolidating information into forms that can be used for decision making of the top management. 
• Performs quality checks and provides quality feedback/recommendations to peers.   
• Support projects related to quality improvement (such as Think Customer, QMS, etc.). 
• Completes performance report for personal development. 
• Ensures that support process documentation is up to date. 
• Actively participates in team activities and initiatives. 
• Serves as back-up for next level similar or related function for business continuity. 
• Serves as point-of-escalation for product-specific technical/procedural queries from peers and junior members. 
• Conducts product/process/functional trainings. 
• Manages/handles at least 1 company/platform/business unit project/initiative. 
• Coordinates and networks with other members of the team to complete assigned projects and programs. 
• Participates in cross-business unit committees as a contributor. 

Qualifications:  

• Bachelor's degree or equivalent. 
• 1 to 2 years of experience in Customer Service or Data Administration  
• Excellent communication skills – both written and verbal. 
• Basic Knowledge in process improvement concepts – Lean Six Sigma, Kaizen, or similar. 
• Experience developing and completing process improvement projects. 
• Experience coaching/mentoring others. 
• Experience working in cross-functional teams, performing tasks beyond their role. 
• Experience working in demanding/fast-paced environments and able to perform under pressure. 
• Proven time management and task prioritization skills. 
• Has confidence in using computers.   
• Has high proficiency and accuracy in typing and data entry.   
• Has good communication skills and positive attitude.   
• Ability to consistently produce quality work while in high stress situations. 
• Analytical skills, in relation to: 
  • determining best service that can be provided to customers   o improvement strategies around his/her overall responsibilities 
  • prioritizing workload and completion of multiple tasks in a predetermined time frame 
• Team player with excellent interpersonal skills a must 
• Displays initiative, and can work with minimum supervision 
• Available to work overtime as the need arise 
• MS Office or related skills a must 
• Excellent organization skills 

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