Service Support Coordinator I

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 employees' unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

POSITION SUMMARY

Perform required administrative functions for FCNs and Sales Concession under the direction of the program POCs. FCN support includes FCN SR creation, managing FCN Smartsheet, and setting up FCN meetings. The Concession program includes concession intake, data gathering, managing Concession Smartsheet, and approval tracking

RESPONSIBILITIES

Create FCN/FDS Service Requests: Use Batch tool to generate multiple SRs as needed Work with MDM to correct data errors that result in SR creation delays. Manage all FCN administrative roles via FCN Smartsheet Set up required FCN meetings, report actions with owners, and track progress.

• Manage FCN customer and internal communication
• Set up FCN specific Smartsheet with dashboard to report track FCN completion Support FCN Program Manager with required administrative tasks Administrative
• Support of Sales Concessions: Receive and log Concession intake for completeness and accuracy
• Support concessions workflow as identified – claim/documentation accuracy, approval capture, send for payment, etc.

Manage Concession administrative roles via Concession Smartsheet Act as back-up for all other warranty processes where knowledgeable as deemed necessary for Business Continuity. Other matters as required by the support.

QUALIFICATIONS

Bachelor’s degree or equivalent.

At least 1-year experience in Customer Service or Project Administration Experience with Vertiv products is an advantage Possesses Project administration skills with the ability to run meetings. Knowledge of Smartsheet is a plus Has good communication skills and a positive attitude. Ability to consistently produce quality work in high-stress situations.

Analytical skills, in relation to: Determining best service that can be provided to customers 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 night shift and overtime as the need arises MS Office or related skills a must Excellent organizational 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:

• 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