Service Technical Support VII Next PredictResponse Coordinator

JoinaHigh-PerformanceCultureThatDrivesInnovationandExcellence

AtVertivwedontjusthiretalent criticaldigital infrastructurewearescalinguptomeetthedemandsofAIdatacentersandnext-gentechnologyandweneedboldhigh-performingindividualslikeYOUtotakeustothenext level.

WhyVertiv

• High-PerformanceCulture:Weempoweryoutothinkbigexecutewith -drivenmindsetrewardsthose 50CEOAwardsaregivenannuallytorecognize 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 prioritized and your success is celebrated.
  

JOB SUMMARY:

Serves as the primary customer contact for onboarding and connectivity of remote service offerings. The primary objective of this role is to work closely with customers field teams and internal stakeholders to ensure the successful start-up configuration and deployment of remote monitoring services. The position ensures accurate service setup timely resolution of connectivity issues and proper documentation within service systems to support reliable service delivery and customer satisfaction.

JOB RESPONSIBILITIES:

1. Receive service contracts and accurately enter required information into tracking tools and backend service systems.
2. Contact customers via phone and email to provide onboarding instructions technical requirements and guidance for connecting equipment to remote monitoring services.
3. Create and manage service tickets related to onboarding activities including pre-commissioning surveys new account creation and equipment tagging within service databases.
4. Address customer inquiries related to connectivity and remote services resolving issues directly or escalating to the appropriate Vertiv teams when necessary.
5. Follow up with customers and internal stakeholders to ensure successful equipment connectivity and resolution of issues preventing service activation.
6. Serve as the primary support contact for field Customer Engineers and Service Partners during the onboarding and connectivity process.
7. Ensure project and service documentation is complete accurate and properly maintained within internal systems.
8. Participate in customer meetings conference calls and discussions to support onboarding activities and ensure alignment on service requirements.
9. Coordinate with internal teams to fulfill customer requests and ensure timely completion of onboarding and service-related tasks.
10. Monitor workload and service levels assisting with task coordination and workload distribution within the team when required.
11. Record and submit operational trackers reports and transaction logs to support monitoring of team performance and service activities.
12. Gather operational data analyze trends and generate reports with recommendations to support service improvements and operational efficiency.
13. Lead team huddles or information-sharing sessions when required communicating best practices lessons learned and process or product updates.
14. Manage shared team mailboxes and ensure incoming requests are properly assigned and addressed in a timely manner.
15. Adhere to shift schedules and attendance expectations to maintain consistent customer support and balanced team operations.

JOB QUALIFICATIONS:

• Bachelors Degree in Electronics Electrical Mechanical Computer Science or related field
• Minimum of 2 years of professional experience in customer phone support
• Minimum of 1-3 year experience working within sales engineering parts & service field applications and/or data center environment
• Strong organizational skills with the ability to handle multiple tasks are required
• Project management experience with service implementation
• Self-motivated and able to work without supervision; must exercise independent judgment and discretion
• Ability to normally work standard North America business hours and overtime as needed
• Detail-oriented and a high degree of accuracy regarding problem-solving and analytical skills
• A professional attitude towards customer relations
• Excellent verbal and written English communications skills and presentation skills
• Good PC skills (spreadsheets database and word processing) are required.
• Working knowledge of data communications processes and networking
• Familiarity with standard Network protocols (SNMP NTP) and configuration is desirable.
• Preferred Additional Skills: Automation LLM (ChatGPT CoPilot Gemini) PowerBI
• Oracle PLM 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