Service Support Coordinator I (Open for Fresh Graduates)

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