Job Description

Short Description for Internal Candidates

The SOS Agent is a dedicated, cross-trained specialist who rotates across 9 service functions within Vertiv's 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.

Description for Internal Candidates

Job Summary

The SOS Agent is a dedicated, cross-trained specialist who rotates across 9 service functions within Vertiv's 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; Bachelor's 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 Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & 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

The successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPLES: Safety. Integrity. Respect. Teamwork. Inclusion.

OUR STRATEGIC PRIORITIES

• High-Performance Culture
• Customer Focus
• Operational Excellence
• Innovation
• Financial Strength

VERTIV 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
• Promote transparent & open communication

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks, and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to help.join@vertiv.com