Service Support Senior Coordinator (Warranty)

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:

Process edit and review warranty claims through Parts Warranty Claim Labor Warranty Claim (formerly back charges) other parts credits from the field and warranty replacement order processing in compliance with warranty statement/service policy in a timely manner.

JOB RESPONSIBILITIES:

• Process warranty claims for replacement orders of failed parts that are covered under Standard Unit Warranty Extended Parts Warranty Extended Compressor Warranty Service Parts Warranty and Reman Core Credit Only through Parts Warranty Claim Process.
• Process warranty replacement order requests in compliance with the warranty policy of the said product line of business.
• Respond to queries and requests of Sales Reps and other customers received through Warranty Mailboxes in a timely manner.
• Interface with Accounting and/or plant personnel for concerns on warranty credit and/or warranty replacement orders.
• Respond to customer calls and monitor Warranty phone support queue.
• Approval of Labor Claims in a timely manner.
• Act as back-up for all other warranty processes where knowledgeable as deemed necessary for Business Continuity.
• Act as officer-in-charge when immediate supervisor is out.
• Other matters as required by the support
• Identifies customer needs through communication and probing.
• Creates solutions to customer problems. Provide 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.
• Monitors team service level and assists in workload distribution
• Conducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor.
• Assists colleagues in answering general escalations from customers
• Handles specialized queries from customers
• Records and submits periodic and/or quarterly transaction records log sheets and/or trackers.
• Plans executes and manages own workload and projects in cooperation with line leaders.
• Assists in leading team meetings huddles and information cascades. Communicates with the team on best practices lessons learned process and product updates during team huddles/meetings
• Manages team common mailboxes and delegates tasks to colleagues
• Gathers data analyses trend generates and submits reports to line leaders with recommendations.
• Uses effective communication tools like flow charts process flows diagrams etc. to effectively communicate products and processes convey information and respond to queries/requests coming from different levels.
• Maintenance and regular update of all process documentations as well as creation of process documentations for new processes.

JOB QUALIFICATIONS:

• Bachelors degree or equivalent.
• 3 years of experience in Customer Service or Data Administration
• Excellent communication skills both written and verbal.
• Basic Knowledge in process improvement concepts Lean Six Sigma Kaizen or similar.
• Experience developing and completing process improvement projects.
• Experience coaching/mentoring others.
• Experience working in cross-functional teams performing tasks beyond their role.
• Experience working in demanding/fast-paced environments and able to perform under pressure.
• Proven time management and task prioritization skills.
• Has confidence in using computers.
• Has high proficiency and accuracy in typing and data entry.
• Has good communication skills and positive attitude.
• Ability to consistently produce quality work while 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 overtime as the need arise
  • MS Office or related skills a must
  • Excellent organization 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