Service Support Coordinator II (Service Contracts)

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.

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 PMs 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:

• Bachelors 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 Vertivs Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. . 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