Service Support Coordinator II
- Mandaluyong City, Metro Manila
- Permanent
- Full-time
- Provide first-line support for internal and external requests via phone and email (50% of working time), logging all details into the CRM.
- End-to-end handling of warranty cases: verify warranty status, manage RMAs (40% of working time), ensure compliance with OEM and internal requirements, and issue accurate invoices.
- Coordinate with internal stakeholders (Quality, Technical Support, Shipping, Warranty) and support regional teams and distributors across EMEA, NA, LATAM, and APAC.
- Track and resolve customer support requests, escalating delays as needed, and maintain a strong customer focus to ensure high satisfaction levels and timely resolution of claims.
- Document customer-reported problems, define severity, and ensure timely follow-up on agreed actions.
- Monitor and maintain warranty claim data in Oracle Engagement Cloud and Oracle Donna, ensuring high data quality.
- Manage support requests coming by e-mail
- Audit service standards, assign incidents correctly, and provide parametric data to customers.
- Generate and issue necessary reports.
- Verify warranty status
- Promote process improvements to reduce warranty claims and support business objectives.
- Foster clear communication, a positive customer experience, and effective collaboration with all levels of internal personnel.
- Deliver high-quality service to customers consistently.
- General knowledge of at least one of the following: CRM, Microsoft Excel, PowerPoint, Word.
- Education: Minimum high school diploma with leaving exam.
- English proficiency: minimum upper-intermediate (B2) level
- 2+ years' experience in customer relations.
- Strong ability to provide prompt, clear, and accurate information.
- Professional, adaptable, and able to prioritize according to customer needs and available resources.
- Detail-oriented, motivated, and deadline-driven.
- Excellent communication and interpersonal skills with a diplomatic, customer-focused approach.
- Capable of working independently while meeting deadlines.
- Flexible to perform additional administrative duties assigned.
To be used majorly for manufacturing jobs.Time Travel Needed :
No TravelThe 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 StrengthOUR 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 DevelopmentVertiv 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 help.join@vertivco.com. If you are interested in applying or learning more about this role, please visit the company's career page located on Vertiv.com/CareersWork Authorization:
No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.About the Team:Work AuthorizationNo calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.Equal Opportunity EmployerWe 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.