Service Support Senior Coordinator

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 customercentric 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.  

Position Summary:  

This position ensures accuracy and alignment between Sales Orders, Service Requests, and Install Base data to support proper billing and revenue recognition. The role applies advanced knowledge of Vertiv’s products, SKUs, and install base management to resolve complex order discrepancies and data integrity issues. Working with minimal supervision, the Senior Coordinator also provides technical guidance to the team on order shaping processes and system alignment.  

Job Responsibilities:  

• Prepare, create, and coordinate Time & Material (T&M) quotes requested by Customer Engineers, Customer Relationship Managers, District Managers, and customers, ensuring timely and accurate submission. 


• Maintain complete and accurate T&M Quote documents and Service Authorization Forms in SharePoint, ensuring proper version control and documentation hygiene. 


• Follow up on pending T&M quotes with customers to drive conversion and ensure service execution. 


• Create service requests/tickets from approved quotes, ensuring all billing instructions, scopes of work, and customer details are captured accurately. 


• Notify District Managers and District Operations Coordinators upon ticket creation and ensure alignment on service execution requirements. 


• Monitor the progress of quoted service tickets by coordinating with District Operations Coordinators and technicians for job status and completion updates. 


• Perform detailed review and billing of completed service requests, ensuring accuracy in labor, travel time, materials used, and service outcomes. 


• Audit service performed by technicians to determine billability (billable, contract-covered, warranty, or no-charge) and ensure proper documentation. 


• Validate and analyze revenue and cost recognition for quoted vs. actual services, ensuring correct timestamps, labor allocation, travel charges, material cost usage, and adjustments when needed. 


• Identify discrepancies and proactively correct cost or revenue allocations to maintain financial accuracy. 


• Manage and update Install Base data, including Instance Numbers, Site Numbers, and Account Numbers, ensuring data consistency and accuracy across systems. 


• Apply strong understanding of how Install Base data flows into downstream processes (SR creation, billing, and revenue recognition) and address issues proactively. 


• Applies advanced skills to resolve complex order and SKU discrepancies. 


• Anticipates and resolves issues related to SKU alignment, order linkage, and data integrity. 


• May adapt or refine processes to resolve unusual situations and improve accuracy. 


• Coordinate closely with Customer Engineers and the Parts Department to validate materials used and ensure accurate billing. 


• Investigate disputed invoices, collaborate with stakeholders to identify root causes, and escalate to District Managers when needed for customer resolution. 


• Maintain strong communication and working relationships with District Managers, Customer Engineers, external customers, and internal support teams. 


• Works independently within established procedures, receiving only general guidance on complex or unusual cases. 


• Provides guidance and technical assistance to less experienced team members on order shaping processes, SKU alignment, and install base interpretation.  


• Partner with the Team Leader to set performance goals and support continuous development of team members. 


• Contribute to a culture of strong customer support, data accuracy, continuous improvement and process discipline across the team.

Qualifications:  

• Graduate of any Management or Business course or any other relevant field. 


• Basic understanding of accounting principles, Accounts Payable, and Accounts Receivable processes. 


• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Power BI. 


• Excellent phone etiquette and interpersonal communication skills for effective customer interactions and teamwork.  Well-developed organizational skills with the ability to manage multiple tasks simultaneously, ensuring attention to detail. 


• Works independently within established procedures 


• Strong customer resolution skills, with the ability to manage and resolve customer concerns efficiently. 


• May provide general guidance or technical assistance to less experienced team members.   

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