Service Support Coordinator I (Service Ops)

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv we dont just hire talentwe cultivate leaders who drive innovation and engage teams to push the limits of whats possible. As a global leader in critical digital infrastructure we are scaling up to meet the demands of AI data centers and next-gen technologyand we need bold high-performing individuals like YOU to take us to the next level.

Why Vertiv

• High-Performance Culture: We empower you to think big execute with excellence and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.
• Leadership Without Limits: Leadership at Vertiv goes beyond just titlesits about accountability trust and ownership. Our leaders engage and drive with collaboration innovation and customer-centric thinking setting the foundation for an action-focused culture.
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects youll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone:Our commitment to inclusion ensures that all employees unique strengths and perspectives are valued. Your voice matters your growth is prioritized and your success is celebrated.

Job Summary

The SOS Agent is a dedicated cross-trained specialist who rotates across 9 service functions within Vertivs Customer Resolution Center to ensure business continuity eliminate backlogs and provide immediate staffing support. This is an elite rotational role designed for high-performing individuals who want to accelerate their careers.

Responsibilities:

• KRA 1: Deployment & Support -Definition: The core duty of ensuring rapid deployment and effective backfill support across service functions to maintain business continuity and eliminate backlogs.
  • Deploy to assigned service functions within <24 hours of activation
  • Provide immediate backfill support during attrition volume spikes or medical leave coverage
  • Support 2-3 simultaneous team assignments per deployment cycle
  • Achieve 90% backlog clearance within deployment timelines
  • Coordinate with receiving managers for seamless transition into deployed teams
• KRA 2: Performance & Quality Standards -Definition: Maintaining high performance metrics and quality standards across all deployed functions to deliver excellent service outcomes for customers and the business.
  • Maintain >95% SLA compliance in all deployed functions
  • Achieve 90% customer satisfaction (CSAT) scores
  • Maintain <5% error/rework rate across all tasks
  • Match or exceed team-average productivity levels
  • Participate in performance evaluations at Week 4 Week 8 and Week 12 checkpoints
• KRA 3: Rotation & Integration -Definition: Successfully integrating into each deployed team and building cross-functional expertise across all service areas within the CRC.
  • Complete 3-month rotational deployments across service teams (SPE SDA SDM Supply Chain Warranty Order Management Sales Support Logistics Procurement CRC)
  • Shadow experienced team members during ramp-up period (Weeks 2-4)
  • Achieve full team integration and independent operation by Week 4
  • Adapt to new processes systems and team cultures with each rotation
  • Build cross-functional knowledge to support any service area as needed
• KRA 4: Professionalism & Continuous Improvement -Definition: Upholding the highest standards of professional conduct and actively contributing to program improvement knowledge sharing and representing the SOS program with excellence.
  • Maintain 100% attendance and punctuality
  • Provide feedback to improve program processes and training materials
  • Demonstrate initiative and problem-solving in all deployments
  • Represent the SOS program with excellence and professionalism
  • Support knowledge transfer and documentation for future SOS agents

Qualifications

• High school diploma or equivalent required; Bachelors degree preferred
• Strong verbal and written communication skills
• Demonstrated adaptability to new processes and environments
• Proficiency in Vertiv systems and tools
• Experience in more than one service function
• Demonstrated initiative and problem-solving ability
• Track record of exceeding team-average productivity
• Leadership potential and collaborative mindset

The successful candidate will embrace Vertivs Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS:Safety. Integrity. Respect. & 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