Service Support Coordinator I (Open for Fresh Graduates)

Job description

Short Description for Internal Candidates The SOS Agent is a dedicated, cross-trained specialist who rotates across 9 service functions within Vertiv's Customer Resolution Center to ensure business continuity, eliminate backlogs, and provide immediate staffing support. This is an elite rotational role designed for high-performing individuals who want to accelerate their careers. Description for Internal Candidates

Job Summary

The SOS Agent is a dedicated, cross-trained specialist who rotates across 9 service functions within Vertiv's Customer Resolution Center to ensure business continuity, eliminate backlogs, and provide immediate staffing support.

Responsibilities

KRA 1: Deployment & Support

Definition

• The core duty of ensuring rapid deployment and effective backfill support across service functions to maintain business continuity and eliminate backlogs.
• Deploy to assigned service functions within
• Provide immediate backfill support during attrition, volume spikes, or medical leave coverage Support 2-3 simultaneous team assignments per deployment cycle Achieve 90% backlog clearance within deployment timelines
• Coordinate with receiving managers for seamless transition into deployed teams KRA 2: Performance & Quality Standards
• Maintaining high performance metrics and quality standards across all deployed functions to deliver excellent service outcomes for customers and the business.

Maintain >95% SLA compliance in all deployed functions Achieve ≥90% customer satisfaction (CSAT) scores Maintain Match or exceed team-average productivity levels Participate in performance evaluations at Week 4, Week 8, and Week 12 checkpoints KRA 3: Rotation & Integration

• Successfully integrating into each deployed team and building cross-functional expertise across all service areas within the CRC.
• Complete 3-month rotational deployments across service teams (SPE, SDA, SDM, Supply Chain, Warranty, Order Management, Sales Support, Logistics Procurement, CRC) Shadow experienced team members during ramp-up period (Weeks 2-4)
• Achieve full team integration and independent operation by Week 4
• Adapt to new processes, systems, and team cultures with each rotation
• Build cross-functional knowledge to support any service area as needed KRA 4: Professionalism & Continuous Improvement
• Upholding the highest standards of professional conduct and actively contributing to program improvement, knowledge sharing, and representing the SOS program with excellence.
• Maintain 100% attendance and punctuality
• Provide feedback to improve program processes and training materials
• Demonstrate initiative and problem-solving in all deployments
• Represent the SOS program with excellence and professionalism
• Support knowledge transfer and documentation for future SOS agents Qualifications High school diploma or equivalent required; Bachelor's degree preferred
• Strong verbal and written communication skills
• Demonstrated adaptability to new processes and environments
• Proficiency in Vertiv systems and tools Experience in more than one service function
• Demonstrated initiative and problem-solving ability
• Track record of exceeding team-average productivity Leadership potential and collaborative mindset 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