Service Support Lead Coordinator

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.

Job Summary:
The Services Contracts Lead Administrator is a subject matter expert responsible for the accurate, timely, and compliant administration of service contracts, including contract creation, renewals, amendments, and terminations. This role plays a critical part in ensuring contract integrity, billing accuracy, and customer satisfaction across assigned regions.

Operating as a senior individual contributor, this role provides day-to-day functional expertise, guidance, and support to the Services Contracts team. While not a people manager, the Services Contracts Lead Administrator actively contributes to knowledge sharing, skills acceleration, process discipline, and quality improvement, supporting the team’s overall operational performance and maturity.

KEY RESPONSIBILITIES

Service Contract Subject Matter Expert & Execution

• Prepare, process, and administer new and existing service contracts, including renewals, amendments, and terminations, in accordance with defined standards and service levels.
• Ensure all purchase orders, booking forms, and supporting documentation are complete, accurate, and compliant prior to contract setup.
• Load and maintain contract data and installed base information in ERP systems (e.g., Oracle) to ensure billing accuracy and data integrity.
• Create and issue renewal letters and contract-related communications within agreed timelines.

Subject Matter Expertise & Team Enablement

• Act as a go-to subject matter expert for service contract processes, systems, and regional requirements.
• Provide functional guidance, clarification, and on-the-job support to team members to accelerate learning and improve consistency.
• Support onboarding and knowledge transfer activities by sharing best practices, job aids, and process clarifications.
• Contribute to building a strong quality mindset and process discipline within the team.

Customer & Stakeholder Support

• Serve as a point of contact for internal stakeholders (Sales, Coordinators, Billing, Operations) regarding contract-related inquiries.
• Communicate clearly and professionally to resolve issues, answer questions, and support timely contract execution.
• Support customer-facing requirements as needed to ensure a positive service experience.

Quality, Accuracy & Compliance

• Perform detailed validation of contract data, pricing, delivery requirements, and contractual terms to prevent billing errors and downstream issues.
• Ensure contract processing complies with internal controls, audit requirements, and applicable trade and compliance regulations (e.g., ITC rules).
• Proactively identify data discrepancies, risks, and recurring issues, taking corrective action within scope or escalating as needed.

Process Improvement & Operational Support

• Proactively identify process gaps, inefficiencies, and recurring issues impacting contract accuracy, cycle time, or customer experience.
• Participating and leads continuous improvement initiatives, process reviews, and standardization efforts led by Services Operations or CI teams.
• Support documentation updates, work instructions, and process enhancements to improve operational clarity and scalability.

QUALIFICATIONS

Education

• 4+ years of relevant experience, preferably in a customer service, order processing, or administrative support role 
• Work experience in Sales Order Management and Oracle EBS is an advantage

Experience

• Demonstrated experience handling complex or high-volume contract processing with strong accuracy and attention to detail
• Proven ability to work independently while supporting team performance and shared objectives
• Experienced working within matrixed, global organizations and partnering with senior stakeholders
• Hands-on experience with ERP systems (e.g., Oracle EBS)
• Exposure to service contract renewals, billing processes, and installed base management
• Experience supporting audits, compliance checks, or data quality initiatives
• Familiarity with continuous improvement or process standardization initiatives

COMPETENCIES

• Service Contracts Subject Matter Expertise
• Attention to Detail & Data Accuracy
• Process Discipline & Compliance Awareness
• Customer-Focused Problem Solving
• Knowledge Sharing & Team Enablement
• Analytical Thinking & Issue Resolution
• Strong Communication & Collaboration

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