Service Support Coordinator II

Vertiv Co; Mandaluyong; On-site; PHP 300,000 - 420,000; Full time

Job summary

Vertiv Co is seeking a detail-focused administrator to coordinate service requests and manage end-to-end work orders across multiple accounts. You will act as the central liaison between customers, field teams, logistics, and management, ensuring on-time delivery within SLAs.

The role requires strong admin and analytical skills, fluent English, and the ability to work with minimal supervision while supporting onboarding and coaching of junior staff.

Qualifications

• College graduate of any course.
• Fluent English in writing and speaking.
• Experience in admin functions within a service environment.
• Strong administration, analytical and organizational skills.
• Ability to work with minimal supervision and as part of a team.

Responsibilities

• Coordinate service requests and work orders end-to-end.
• Manage lifecycle from intake to parts coordination and scheduling.
• Serve as liaison between customers, field teams, logistics, and management.
• Ensure service delivery within SLAs.
• Process quotes and proposals on portals.
• Maintain tracking sheets with ticket status and parts data.
• Generate system reports and perform quality checks.
• Onboard new hires and coach junior staff.

Skills

Administrative skills

Analytical skills

Organizational skills

Ownership mindset

Attention to detail

Time management

Team player

Fluent English

Education

College degree

Tools

ERP knowledge

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- 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 employees' unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

Brief Job Description:

• Responsible for end-to-end coordination of service requests and work orders across multiple customer accounts and service management platforms
• Manages the full lifecycle from intake and technician assignment through parts coordination, scheduling, and service completion
• Serves as the central point of contact between customers, field service teams, logistics, and management
• Ensures timely service delivery within contractual SLAs
• Accepts, processes, and manages work orders received through third-party portals, service management systems, and tracking tools
• Creates and updates Service Requests, accepts and completes Work Orders in the enterprise business system (EBS)
• Assigns Customer Engineers or Service Partners to service requests with correct scheduling and task details
• Manages parts logistics — spare parts tasks, shipment tracking, delivery confirmation
• Processes quotes and proposals on customer portals
• Gathers and validates site/equipment information across multiple data sources
• Maintains tracking sheets/Smartsheets with accurate ticket status, parts info, scheduled dates, and notes
• Generates system reports and updates corresponding tracking tools
• Performs quality checks on processed SRs and flags discrepancies or system errors
• Supports onboarding of new hires and provides peer coaching to junior team members

Required/ Minimum Qualifications:

• College graduate of any course

Additional / Preferred Qualifications:

• Previous experience within a service environment performing administrative functions.
• Focused with strong administration, analytical and organizational skills.
• Possesses initiative and a strong sense of ownership and responsibility
• Keen attention to details.
• Comprehensive administrative/clerical/back office experience
• Time management skills
• Must be able to work with minimal supervision.
• Works well with others; team player
• Fluent English written and verbal skills
• Strong sense/knowledge of the service business
• Knowledge of computer systems. Knowledge of ERP (Oracle, SAP, etc.) is a plus.

Physical & Environmental Requirements:

To be used majorly for manufacturing jobs.

Time Travel Needed:

No Travel

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