Service Support Coordinator I (Open for Fresh Graduates)

Short Description for Internal Candidates 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. Description for Internal Candidates 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 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 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