Service Support Coordinator II
Service Support Coordinator II
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Salary Not Disclosed
1 Vacancy
Job Description
JoinaHigh-PerformanceCultureThatDrivesInnovationandExcellence
AtVertivwedontjusthiretalent
criticaldigital infrastructurewearescalinguptomeetthedemandsofAIdatacentersandnext-gentechnologyandweneedboldhigh-performingindividualslikeYOUtotakeustothenext level.
WhyVertiv
- High-PerformanceCulture:Weempoweryoutothinkbigexecutewith excellenceanddeliverimpact.Ourperformance-drivenmindsetrewardsthose whochallengethestatusquo50CEOAwardsaregivenannuallytorecognize toptalentmoving the needleforward.
- LeadershipWithoutLimits:LeadershipatVertivgoesbeyondjusttitlesitsaboutaccountabilitytrustandownership. Ourleadersengageanddrivewithcollaborationinnovationandcustomer-centricthinkingsettingthefoundationfor anaction-focused culture.
- Limitless Growth & Learning:We believe in continuous development. Whether throughrotational programs or high-impact projects youll have the opportunity toexpand your expertise and grow your career.
- APlaceforEveryone:OurcommitmenttoInclusionensuresthatallemployees uniquestrengthsandperspectivesarevalued.Yourvoicemattersyourgrowthis prioritized and your success is celebrated.
The Service Support Coordinator (Warranty Administrator) is responsible for managing complex warranty claims from initial receipt to delivery followed by system processing in accordance with established rules and procedures. The Warranty Administrator coordinates with internal stakeholders across EMEA NA LATAM and APAC regions identifies the issue documents it and defines severity. Maintains a strong customer focus to ensure high satisfaction levels and timely resolution of claims.
RESPONSIBILITIES:
- Provide first-line support for internal and external requests via phone and email (50% of working time) logging all details into the CRM.
- End-to-end handling of warranty cases: verify warranty status manage RMAs (40% of working time) ensure compliance with OEM and internal requirements and issue accurate invoices.
- Coordinate with internal stakeholders (Quality Technical Support Shipping Warranty) and support regional teams and distributors across EMEA NA LATAM and APAC.
- Track and resolve customer support requests escalating delays as needed and maintain a strong customer focus to ensure high satisfaction levels and timely resolution of claims.
- Document customer-reported problems define severity and ensure timely follow-up on agreed actions.
- Monitor and maintain warranty claim data in Oracle Engagement Cloud and Oracle Donna ensuring high data quality.
- Manage support requests coming by e-mail
- Audit service standards assign incidents correctly and provide parametric data to customers
- Generate and issue necessary reports.
- Verify warranty status
- Promote process improvements to reduce warranty claims and support business objectives.
- Foster clear communication a positive customer experience and effective collaboration with all levels of internal personnel.
- Deliver high-quality service to customers consistently.
QUALIFICATIONS:
- General knowledge of at least one of the following: CRM Microsoft Excel PowerPoint Word.
- Education: Minimum high school diploma with leaving exam.
- English proficiency: minimum upper-intermediate (B2) level
- 2 years experience in customer relations.
- Strong ability to provide prompt clear and accurate information.
- Professional adaptable and able to prioritize according to customer needs and available resources.
- Detail-oriented motivated and deadline-driven
- Excellent communication and interpersonal skills with a diplomatic customer-focused approach.
- Capable of working independently while meeting deadlines.
- Flexible to perform additional administrative duties assigned.
The successful candidate will embrace Vertivs Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS: . . 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
Required Experience:
IC
Employment Type
Full Time
