Job Description

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv, we don’t just hire talent— we cultivate leaders who drive innovation and engage teams to push the limits of what’s possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and 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 titles—it’s 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, you’ll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone: Our commitment to Inclusion ensures that all employee’s unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

Brief Job Description:

The Senior Coordinator, Service Support provides advanced administrative, operational, and strategic support to ensure efficient and timely post-execution service delivery. This position takes ownership of end-to-end Service Request (SR) management, process optimization, and senior-level stakeholder engagement. Acting as a key liaison between internal field engineers, third-party partners, and internal stakeholders, the Senior Coordinator oversees service documentation, ensures accuracy and completeness of reports, labor hours, and invoices, and manages workload, escalations, and dispute resolution. The role also drives continuous process improvement, mentors junior coordinators, supports team capacity planning, and proactively identifies operational risks to maintain high-quality service standards and SLA adherence.

Responsibilities:

Knowledge:

• Deep expertise in SR lifecycle management and operational best practices
• Advanced understanding of financial and compliance requirements for invoicing and reporting
• Knowledge of process optimization, risk management, and escalation protocols
• Expert in cross-functional workflows and stakeholder expectations
• Guides team on complex service operations and knowledge transfer

Complexity:

• Oversee multiple SRs and complex service scenarios simultaneously
• Prioritize dynamic workloads and allocate resources efficiently
• Handle high-risk or sensitive escalations, disputes, and stakeholder conflicts
• Identify process gaps, propose improvements, and implement solutions
• Analyze trends and provide strategic recommendations to management
• Ensure service excellence across multiple regions or service lines

Supervision:

• Drive alignment across cross-functional teams and stakeholders
• Ensure accountability, quality, and compliance in team outputs
• Oversee escalation resolution, dispute management, and risk mitigation
• Support governance, audits, and senior management reporting
• Act as trusted point of contact for critical service delivery decisions
  

Qualifications:

• Education and Certification: Bachelor’s degree in business or supply chain or Sales
• Job Experience: With service coordination, operations support, or similar role for 2- 4 years
• Communication Skills: Being able to communicate progress, ask for clarification when necessary, and report results, even when working independently.
• Technical Skills: Proficiency in order entry software, such as Oracle, Excel, Smartsheet, Oracle, Word, PowerPoint and alike
• Exceptional time management: Ability to prioritize tasks efficiently, ensuring deadlines are met without compromising quality.
• Organizational Skills: Well-organized and able to manage multiple tasks simultaneously. Strong attention to detail and time management skills
• Attention to Details: Ensuring that tasks are completed accurately and thoroughly, even when no one is overseeing the work.
• Time Management Skills: Ability to prioritize tasks, manage time effectively, and meet deadlines.
• High level of dependability: Consistently reliable in delivering results on time and fulfilling responsibilities with little to no supervision.
• Competencies Customer Focused, Result Driven, Ability to learn, document and train new processes, A history of excellent attendance, other duties & special projects as required

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

• 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