Service Support Coordinator II (Field Administrator)

Vertiv; Mandaluyong; On-site; PHP 670,000 - 893,000; Full time

Job summary

Vertiv is seeking a detail-oriented billing and service administration professional to ensure timely processing of service requests and accurate invoicing. You will coordinate with District Managers, Customer Engineers, and operations to manage quotes, SBs, and data across systems.

The role emphasizes data accuracy, cross-functional collaboration, and proactive issue resolution, supporting Vertiv’s extensive global service network and revenue goals.

Qualifications

• Knowledgeable of basic Accounts Payable and Accounts Receivable processes.
• Review and processing of PO and quotations.
• Excellent phone and interpersonal skills
• Well-developed organizational skills and attention to detail
• Ability to work with minimum supervision
• Customer resolution skills

Responsibilities

• Create service requests/tickets from approved quotes with accurate billing details.
• Notify District Managers and District Operations Coordinators of ticket creation and align service requirements.
• Monitor progress of quoted service tickets with coordinators and technicians for status updates.
• Review and bill completed service requests, ensuring accuracy in labor, travel, materials, and outcomes.
• Audit service performed by technicians to determine billability and proper documentation.
• Validate and analyze revenue and cost recognition for quoted vs. actual services; adjust as needed.
• Manage and update Install Base data across systems for consistency.
• Create and update billing details of the customer.
• Create SRs with correct service, billing, contract, warranty attributes; ensure timely completion.
• Coordinate with Customer Engineers and Parts Department regarding parts used; resolve disputed invoices with District Manager.
• Set goals with Supervisor and promote a culture of continuous improvement.

Skills

Interpersonal skills

Organizational skills

Customer resolution skills

Communication

Education

Bachelor’s degree in Management or Business

Tools

MS Office (Word, Excel, PowerPoint, Access)

Job description

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.

Position Summary

This position's objective is to ensure timely process review, audit and invoicing of all service request tickets. Preparing, creating and coordinating Time and Material quotes, reviewing of Site contract activity, monitor team and training associates while maintaining a good communicative relationship with the Customer Engineers, District Managers, Coordinators, end user customers, and internal customers. Amounts of tickets invoiced will determine monthly revenue of Vertiv Services.

Job Responsibilities

• Service Request & Billing 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 of 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.
• Revenue & Cost Accuracy
• 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.
• Data Management
• 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
• Create and update billing details of the customer.
• Order Entry & Service Request Creation
• Create accurately and within the required turnaround time, following established processes and documentation requirements.
• Review submitted documentation for completeness and accuracy and coordinate with the relevant stakeholders to resolve missing or incorrect information prior to SR creation.
• Ensure SRs are created with the correct service, billing, contract, warranty, and other applicable attributes to support downstream service execution and invoicing.
• Complexity
• Coordinate with the Customer Engineers and Parts Department regarding parts used on the service ticket.
• Investigate disputed invoices and escape to District Manager to work out on resolution.
• Maintain a good communicative relationship with District managers, Customer Engineers, end user customers, outside sales representative and inter department colleagues
• Supervision
• Set goals with Supervisor to ensure that teams grow along with the support being extended to the customers.
• 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.
• Knowledgeable of basic Accounts Payable and Accounts Receivable process.
• Review and processing of PO and quotations.
• Working knowledge of Microsoft office applications such as Word, Excel, Power Point, Access Database
• Excellent phone and interpersonal skills
• Well-developed organizational skills, ability to handle multiple task and attention to details.
• Ability to work with minimum supervision
• Customer resolution skills

About Us

The successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPLES

Safety. Integrity. Respect. Teamwork. Inclusion.

OUR STRATEGIC PRIORITIES

• High-Performance Culture
• Customer Focus
• Operational Excellence
• Innovation
• Financial Strength

VERTIV 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
• Promote transparent & open communication

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks, and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [e-mail]