Service Support Senior Coordinator - French Speaking (Canada Support)

Job Description

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.

Summary

The main function of this position is to ensure operational coverage and service coordination by reviewing, monitoring, and ensuring completion of all open work orders and service requests, including parts tasks and debriefing issues. This role requires fluency in English and French to effectively communicate with customers and team members.

Essential Duties and Responsibilities

• Responsible for scheduling and dispatching all service events between Field Service Representatives (FSR) or Service Partners across Canada.
• Be willing to lead by example - be accountable and dependable, maintain a positive attitude, inspire others to go the extra mile to take care of Customers (internal/external) and achieve Operational Key Results (OKR).
• Actively seek and participate in continuous improvements initiatives that impact customer care and coordination of work.
• Assist the Service Manager in the implementation of new processes/policies and systems.
• Generate standard and custom reports to monitor workload.
• Proactively identify schedule risks and present options to resolve critical potential issues to the local team and Service Manager.
• Ensure all billable work is being scheduled and executed and tickets are closed out timely.
• Ensure accurate documentation of all scheduling correspondence in tickets.
• Coordinate with parts/inventory teams to ensure technician readiness.
• Serve as primary bilingual point of contact for service-related customer inquiries.
• Support language accessibility initiatives within the service department.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee to perform this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty consistently and satisfactorily. The requirements are representative of the knowledge, skill, and/or ability. Fluency in English and French, spoken and written is required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Bachelor's degree in business administration with 3 years minimum same or similar work experience.
• 3-4 years customer service and coordination of service activities.
• Self-motivated
• Must be attentive, patient and strongly skilled in written and verbal English communication; clear, professional, positive, and informative communication style.
• Excellent communication skills in both languages (verbal and written).
• Competence in multitasking, time management, organization, critical and analytical thinking, problem solving, and the ability to influence others are required.
• Ability to thrive in a dynamic and collaborative environment and be comfortable with ambiguity.
• Adapt quickly to changing priorities and customer needs.
• Must be proficient in the business tools used to perform the job and have extensive knowledge of the businesses processes, people, and products.
• Intermediate/advanced proficiency using Microsoft Excel software, including data analysis, pivot tables, etc.

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.