Service Support Senior Analyst

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.
  
  

Brief Job Description

Serve as the primary coordinator for warranty claims related to Thermal products and IT Systems, ensuring accurate and timely processing of claims, escalation management, and cross-functional collaboration with field teams, customers, and service center staff. With added responsibilities of managing small groups, supporting and/or leading process improvement projects. Position is mentally demanding, requiring coordination of many activities at once. Provide assistance to Supervisor and/or Manager as directed.

Responsibilities

• Provide technical direction and warranty policy clarification to internal/external customers and field teams.
• Respond to customer, Sales Rep, and departmental mailbox inquiries, quote jobs within authority limits.
• Manage Converged Warranty phone support queue and respond to customer calls.
• Coordinate with Accounting, plant, and field personnel on warranty credits, replacements, and claim validations.
• Review and approve labor claims promptly, ensuring compliance with warranty policies.
• Handle end-to-end thermal warranty claims processing, including SR creation, documentation, and escalations.
• Maintain and update claim tracking systems (e.g., Smartsheet, Oracle) to ensure data accuracy and compliance.
• Prepare and submit monthly reports on warranty support performance, SLA compliance, and error corrections.
• Serve as escalation point for complex thermal claims, collaborating with internal teams for resolution.
• Support continuous improvement by identifying process gaps and recommending enhancements.
• Act as back-up for other warranty processes and officer-in-charge in the supervisor’s absence.
• Plan and coordinate team activities to promote engagement and camaraderie.
• Perform other tasks as required to support business operations.
  
  

Qualifications

Minimum Qualifications: (education, experience level, knowledge, skills, certifications).

• Graduate of Mechanical Engineering or related course with 4 years field engineer or related experience.
• Excellent communication skills – both written and verbal.
• Knowledge in process improvement concepts – Lean Six Sigma, Kaizen, or similar.
• Experience developing and completing process improvement projects.
• Experience coaching/mentoring others.
• Experience working in cross-functional teams, performing tasks beyond their role.
• Experience working in demanding/fast-paced environments and able to perform under pressure.
• Proven time management and task prioritization skills.
• Has confidence in using computers.
• Has high proficiency and accuracy in typing and data entry.
• Has good communication skills and positive attitude.
• Ability to consistently produce quality work while in high stress situations.
• Analytical skills, in relation to:
• determining best service that can be provided to customers
• improvement strategies around his/her overall responsibilities
• prioritizing workload and completion of multiple tasks in a predetermined time frame
• Team player with excellent interpersonal skills a must
• Displays initiative, and can work with minimum supervision
• Available to work night shift and overtime as the need arise
• MS Office or related skills a must
• Excellent organizational skills
  

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Action Oriented – Enjoys hard work; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes opportunities when they arise.
• Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customer; Gets first-hand customer information and uses it for improvements in products and services; Acts with customers in mind; Establishes and maintains effective relationships with customers and gains their trust and respect.
• Priority Setting - Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.
• Organizing – Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
• Problem Solving – Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at first answers.
• Time Management – Uses his/her time effectively and efficiently; sets priorities; values time; separates the critical few from the trivial many and concentrates his/her efforts accordingly.
  
  

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
  
  

About The Team

Work 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.

Equal Opportunity 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.