Job Description

Job Title Service Support Coordinator II, Customer Success Management
Job Grade B02
Assignment Category Permanent
Function (Department) Services
Has Direct Reports? (Yes or No) No
Generic Job Summary:
1. Purpose
Coordinate services (preventative maintenance) for assigned major customer accounts. Interface with Customer Success
Managers, Field Service Managers in support of customer requirements. Maintain Database integrity. Coordination of daily
service issues and communication to the customer with action plans.
Responsibilities: Please list at least 5 duties/accountabilities.
• Coordinate Preventative Maintenance services as required by Customer Account.
• Manage PM Completion by utilizing Oracle systems reporting.
• Maintain ticket information accuracy through the scheduling process using Oracle systems and/or systems as
developed.
• Report remedial activities according to predefined processes as the Customer contract may require.
• Complete Monthly reporting as required for CSM Team management.
• Complete tasks for Basic or Ala Carte Accounts as assigned.
• Maintain database integrity and accuracy of Customer' site and equipment information.
• Interface as needed with Customers, Vendors, District Ops Coordinators, Vendors, Sourcing, Customer Success
Managers and any other Vertiv departments.
• Assist with process improvement projects for CSM Team or additional internal customers.
• Maintain Flexible Schedule
• Other Duties as assigned.
Decision Making Responsibilities Please select the appropriate box which indicates the scope of decision making in the
core area of responsibilities.
☒
Decisions are made through standard operating procedures. Limits decision through instructions from superior.
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Follows established routine. Some analysis is being exercised. Decisions are based on available guidelines or
precedents.
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Assignments are received in the form of results expected, there is freedom to decide on the procedures to follow.
Assignments are in the form of broad goals. There is broad latitude for decision making. Complex decisions and
analysis are being made. Innovations and flexibility are being exercised.
Education & Certifications: Please note minimum and preferred requirements for education. This includes degree,
specializations and certifications.
- Degree or coursework in industrial, business, economics, engineering, operations, or other related analytical
discipline.