Service Support Coordinator II (Post-Execution and Documentation)

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:

The Service Support Coordinator II is responsible for providing comprehensive administrative and operational support to ensure the efficient and timely delivery of post-execution service activities. This role focuses on supporting Vertiv Internal Field Engineers and third-party service partners by managing service documentation, including service reports and invoices, and ensuring the accurate and timely completion of service jobs. Service Support Coordinator II plays a critical role in overseeing the end-to-end management of the Service Request (SR) life cycle.

Job Responsibilities:

• System Knowledge: Proficient in using Oracle EBS Alice to process and investigate Service Requests. Knowledge of Smartsheet and Power Bi to maintain databases, evaluate SR and report
• SR Initiation and Logging: Understand how service requests are generated, captured, and processed accurately in service management platforms
• Stakeholder Communication: Maintain clear, accurate, and professional communication across all levels of the organization
• Vendor Service Report and other document Management: Ensure accurate documentation of service reports, including labor hours, materials used, and job completion details
• Escalation Handling: Assess and prioritize escalations based on urgency, impact, and business risk Vendor Interaction: Handling vendor inquiries, updates, and complaints professionally while managing internal workflows adds interpersonal and communication challenges to the technical aspects of the role.
• Dynamic Workload Management: The volume and nature of SRs can fluctuate significantly, demanding strong time management, multitasking, and adaptability
• Relations and Dispute Resolution: Handling disputes, particularly when there are discrepancies on the service reports and external invoices.
• System Navigation: The role requires proficient use of EBS Alice, including navigation, updating SR task statuses and adding notes that is helpful to understand the status of the Service Request
• Ad-Hoc Tasks: Handling additional or unexpected requests that arise (ADHOCs), showing flexibility and the ability to prioritize different tasks when needed.
• Process Compliance and Documentation: Ensuring that every SR follows defined processes and that records are complete and audit-ready adds an additional layer of procedural complexity.
• Task Monitoring and Execution: While the role may not involve direct supervision of people, it does require overseeing the workflow for Service Request Management
• Act as the primary liaison between service teams, subcontractors, and internal stakeholders
• Provide guidance and follow-ups to internal teams and subcontractors to ensure timely and accurate deliverables.
• Support governance by ensuring processes are followed and standards are consistently met.

Qualifications:

• College graduate of any course.
• Bachelor’s degree in business or supply chain or Sales.
• Job Experience: With service coordination, operations support, or similar role for a year
• Communication Skills: Being able to communicate progress, ask for clarification when necessary, and report results, even when working independently.
• Technical Skills: Proficiency in order entry software, such as Oracle, Excel, Smartsheet, Oracle, Word, PowerPoint and alike
• Exceptional time management: Ability to prioritize tasks efficiently, ensuring deadlines are met without compromising quality.
• Organizational Skills: Well-organized and able to manage multiple tasks simultaneously. Strong attention to detail and time management skills
• Attention to Details: Ensuring that tasks are completed accurately and thoroughly, even when no one is overseeing the work.
• Time Management Skills: Ability to prioritize tasks, manage time effectively, and meet deadlines.
• High level of dependability: Consistently reliable in delivering results on time and fulfilling responsibilities with little to no supervision.
• Competencies: Customer Focused, Result Driven, Ability to learn, document and train new processes, A history of excellent attendance, other duties & special projects as required.

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