Service Support Coordinator II Service Contracts

Job Description

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.
  
  

Job Summary

The role must maintain a balance between Vertiv Corporate Policy/procedures and the customer needs. This includes providing an exceptional level of customer service to all Sales Representatives, (internal and external). Customer service is defined as responding to customer, Vertiv field and Vertiv credit inquiries regarding service levels, # of PM’s, billing frequency, in an expedient manner. The Sales Contracts Specialist 1 for OE&I will manually enter all service contracts sold on equipment orders for all Vertiv units including GXT units (PAPs) & One-time services and Thermal Upgrades. They will also be responsible for maintaining customer contact information, request to add and removing tags from existing sites, request to create new sites and tags, and be the primary liaison between the Sales Rep Channel and the Credit department for processing orders.

Job Responsibilities

• Review and Process simple OE&I orders from legacy and Oracle systems and manually enter in EBS Alice (contract system) for both Vertiv Sales Reps and Major Accounts Managers.
• Process One-time services (OTS), Cooling orders and Thermal Upgrades as requested through different sources.
• Process PAP orders as updated and listed in the Coordinated Services’ Smartsheet database.
• Request bill-to and ship-to additions or changes as needed.
• Request new tag creation if required.
• Request cancel/Rebook contracts as needed or as required.
• Assist other departments in resolving customer issues related to order processing.
• Must respond to all contract inquiries from Management, Credit, LS field, CRM group and Sales.
• Perform all the above functions within Company policies and procedures. Strive to have orders processed within one business day and adhere to month-end closings for business.
• Assist in implementing any process improvements related to contract processing cycle time.
• Assists Sales Reps and Major Account Manager on contract-booking questions.
• Follow escalation procedures put in place for problems.
• Records and submits periodic and/or quarterly transaction records, log sheets and/or trackers.
• Identifies customer needs through communication and probing.
• Creates solutions to customer problems.
• Provides 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.
• Plans, executes, and manages own workload and projects in cooperation with line leaders.
• Participates in team meetings, huddles and information cascades.
• Actively participates in team activities and initiatives.
• Fulfill other reasonable duties and projects as required.
• Serves as back-up for next level similar or related function for business continuity.
• Identifies problem 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.
• Engage in Quarterly Performance Reviews with Superior.
  
  

Job Qualifications

• Bachelor’s degree, preferably a Management or Business-related course or any other courses related to this field
• Computer literate, exceptional organization and communication skills and experience in data entry.
• Strong Team Effort and Leadership mentality.
• Well-developed organizational skills, ability to handle multiple tasks and attention to detail.
• Accurate data entry and typing skills, excellent verbal and written communication skills
• Requires logical problem-solving skills to troubleshoot service contract order problems.
• Demonstrated customer service resolution skills
• Service industry experiences a plus.
• Working knowledge of Microsoft Office applications – Outlook, Word, Excel and Power Point
• Good phone and interpersonal skills.
• Oracle systems experience a plus.
  
  

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

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development
• Transparent and Open Communication
  
  

About The Team

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.

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