Position Summary:
The Escalation Support Coordinator provides administrative support to the escalation manager by assisting with critical customer requests. This role ensures accurate documentation, coordination, and communication for all escalations, maintaining the escalation tracker, and supporting timely resolution through follow-up and information management. The role focuses on operational accuracy and administrative efficiency rather than decision-making.
Job Responsibilities:
- Escalation Administration & Tracker Management
- Assist with detailed notes, status updates, timelines, and assign action owners as needed in the escalation tracker.
- Respond to and manage the escalation tracker, ensure each escalation is acknowledged and updated with current notes.
- Support Escalation Managers
- Provide administrative assistance by tracking and organizing escalation requests.
- Prepare and share escalation summaries, updates, or follow-up request emails on behalf of escalation managers.
- Ensure data accuracy for customer updates.
- Stakeholder Coordination
- Follow up as needed with manufacturing plants and internal teams (Planning, Logistics, Quality, Supply Chain) to gather updates or resolution information.
- Escalate delays or risks to escalation managers when timely action is required.
- Maintain clear communication between teams.
- Reporting & Documentation
- Assist in preparing weekly/monthly escalation status reports.
- Document root causes and resolution outcomes for record-keeping and trend reporting.
- Support basic process improvements by identifying recurring cases or bottlenecks.
Qualifications:
- 2 years minimum exposure in a Sales / Quotation support role ideally within a Manufacturing/Engineering setting with experience gained in liaison with Contractors or Consulting Engineers.
- Hold a related HND/Degree in Engineering/Business coupled with 1 year’s exposure in a Sales / Quotations support role, ideally within a Manufacturing/Engineering setting with experience gained in liaison with Contractors or Consulting Engineers.
- Efficiently organize and manage multiple priorities.
- Possess computer proficiency including familiarity with Microsoft Word and Excel.
- Display a proactive flexible approach to working within a team environment.
- Previous experience in an Electrical Contracting / Engineering/ Estimating background environment though preferable is not essential.
- Excellent attention to detail and accuracy.
- Logical and Methodical approach to role
- Excellent time management and organization skills
- Able to work under pressure, prioritizing workload to meet tight deadlines.
- Be able to work independently and as part of a team.
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
Skills Required
- Minimum 2 years exposure in a Sales/Quotation support role, ideally within a Manufacturing/Engineering setting with liaison experience with Contractors or Consulting Engineers
- Hold a related HND/Degree in Engineering or Business (with 1 year exposure in a Sales/Quotations support role)
- Proficient with Microsoft Word and Excel
- Ability to organize and manage multiple priorities efficiently
- Proactive, flexible team-oriented approach
- Previous experience in Electrical Contracting/Engineering/Estimating environment
- Excellent attention to detail and accuracy
- Logical and methodical approach to work
- Excellent time management and organizational skills
- Ability to work under pressure and meet tight deadlines
- Ability to work independently and as part of a team
What We Do
Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to ensure its customers’ vital applications run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus, Ohio, USA, Vertiv employs approximately 20,000 people and does business in more than 130 countries. For more information, and for the latest news and content from Vertiv, visit Vertiv.com.
