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 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.

Position Summary:

This role is responsible for executing and managing assigned service requests with accuracy, timeliness, and attention to detail. This role supports the scheduling of startup services and maintenance of install base and customer data across internal systems, ensuring service activities are properly coordinated and documented. Coordinator II works closely with cross-functional teams—including Field Service Engineers, District Managers, Sales, Contracts, and other internal stakeholders—to ensure alignment on service timelines and data quality. Operating with a moderate level of independence, coordinator II follows established procedures while also identifying areas for improvement and escalating issues as needed. This position plays a critical role in maintaining the integrity of service data and contributing to overall customer satisfaction and operational efficiency.

Job Responsibilities:

• Process and manage assigned service requests, including creation, assignment, and scheduling coordination.
• Understand and apply standard procedures for startup, install base data management and customer data management.
• Utilize relevant tools (e.g., Oracle, internal dashboards) to enter, track, and update service data.
• Follow documented workflows for data validation and updates.
• Communicate with internal teams (e.g., Field Service, Sales Offices, Contracts) to clarify task details or resolve scheduling issues within defined guidelines.
• Flag discrepancies and escalate data issues when necessary.
• Manage assigned tasks based on deadlines and priority levels provided by leads or system logic.
• Adjust schedules as needed under supervision or according to defined parameters.
• Follow established standard operating procedures (SOPs).
• Suggest process enhancements to leads when encountering recurring issues.
• Complete day-to-day tasks with occasional guidance from Senior or Lead Coordinators.
• Escalate complex issues or decisions beyond standard protocols.
• Provide informal support to Coordinator I peers by answering questions or demonstrating processes when requested.
• Share learnings and feedback to help refine team workflows.

Qualifications:

• Graduate of any Management, Business course, or other relevant fields.
• Intermediate knowledge of data management, verification processes, and industry best practices.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, PowerBI), with the ability to generate reports, analyze data, and present insights.
• Experience with data management tools (e.g., Oracle, internal dashboards, or similar systems) is an advantage.
• Excellent phone etiquette and interpersonal communication skills for effective communication with internal teams, customers, and vendors.
• Ability to articulate complex information clearly and concisely to both technical and non-technical stakeholders.
• Strong organizational skills, with the ability to prioritize tasks in a fast-paced environment while maintaining attention to detail.
• Capable of managing multiple service requests simultaneously, balancing deadlines, and ensuring timely completion.
• Ability to handle customer concerns and escalate when necessary, ensuring a positive customer experience.
• Ability to collaborate with various teams, including Customer Engineers, District Managers, and Contracts Teams, to ensure accurate and timely service delivery.
• Demonstrates an ability to quickly adapt to changing systems and processes.
  Shows a commitment to continuous professional development and staying current with industry trends.

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