Senior, Service Debrief Administration

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:

This position ensures accuracy and alignment between Sales Orders Service Requests and Install Base data to support proper billing and revenue recognition. The role applies advanced knowledge of Vertivs products SKUs and install base management to resolve complex order discrepancies and data integrity issues. Working with minimal supervision the Senior Coordinator also provides technical guidance to the team on order shaping processes and system alignment.

JOB RESPONSIBILITIES:

• Prepare create and coordinate Time & Material (T&M) quotes requested by Customer Engineers Customer Relationship Managers District Managers and customers ensuring timely and accurate submission.
• Maintain complete and accurate T&M Quote documents and Service Authorization Forms in SharePoint ensuring proper version control and documentation hygiene.
• Follow up on pending T&M quotes with customers to drive conversion and ensure service execution.
• Create service requests/tickets from approved quotes ensuring all billing instructions scopes of work and customer details are captured accurately.
• Notify District Managers and District Operations Coordinators upon ticket creation and ensure alignment on service execution requirements.
• Monitor the progress of quoted service tickets by coordinating with District Operations Coordinators and technicians for job status and completion updates.
• Perform detailed review and billing of completed service requests ensuring accuracy in labor travel time materials used and service outcomes.
• Audit service performed by technicians to determine billability (billable contract-covered warranty or no-charge) and ensure proper documentation.
• Validate and analyze revenue and cost recognition for quoted vs. actual services ensuring correct timestamps labor allocation travel charges material cost usage and adjustments when needed.
• Identify discrepancies and proactively correct cost or revenue allocations to maintain financial accuracy.
• Manage and update Install Base data including Instance Numbers Site Numbers and Account Numbers ensuring data consistency and accuracy across systems.
• Apply strong understanding of how Install Base data flows into downstream processes (SR creation billing and revenue recognition) and address issues proactively.
• Anticipates and resolves issues related to SKU alignment order linkage and data integrity.
• May adapt or refine processes to resolve unusual situations and improve accuracy.
• Coordinate closely with Customer Engineers and the Parts Department to validate materials used and ensure accurate billing.
• Investigate disputed invoices collaborate with stakeholders to identify root causes and escalate to District Managers when needed for customer resolution.
• Maintain strong communication and working relationships with District Managers Customer Engineers external customers and internal support teams.
• Works independently within established procedures receiving only general guidance on complex or unusual cases.
• Provides guidance and technical assistance to less experienced team members on order shaping processes SKU alignment and install base interpretation.
• Partner with the Team Leader to set performance goals and support continuous development of team members.
• Contribute to a culture of strong customer support data accuracy continuous improvement and process discipline across the team.

JOB QUALIFICATIONS:

• Graduate of any Management or Business course or any other relevant field.
• Basic understanding of accounting principles Accounts Payable and Accounts Receivable processes.
• Proficiency in Microsoft Office applications including Word Excel PowerPoint and Power BI.
• Excellent phone etiquette and interpersonal communication skills for effective customer interactions and teamwork.
• Well-developed organizational skills with the ability to manage multiple tasks simultaneously ensuring attention to detail.
• Works independently within established procedures
• Strong customer resolution skills with the ability to manage and resolve customer concerns efficiently.
• May provide general guidance or technical assistance to less experienced team members
  

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