Customer Service & Support Jobs in Mandaluyong, Philippines (Now Hiring) — 69 open — Page 3

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. 

Generate customer reports—based on information supplied by Field Service Engineers and Technical Support Engineers—that details the investigation, resolution, and root cause analysis of a Vertiv equipment failure or service event.

JOB RESPONSIBILITIES

KRA 1: Functional Expertise (Customer Reports)

Definition: The core duty of the individual that demonstrates and effectively applies depth and breadth of knowledge and skill in a technical or functional area in observable and measurable terms.

1. Understands the theory of operation behind electrical systems and/or computer room air conditioning (CRAC) systems (including liquid cooling technologies) for the purpose of effectively translating technical notes from field services engineers.
2. Collects information on customer service events (equipment failure or malfunction) from databases and e-mail communications (as submitted by Field Service Engineers and/or Technical Support Engineers).
3. Verifies that the customer’s service coverage includes Root Cause Analysis (RCA) and coordinates with Field Operations and Technical Support if service is billable to the customer.
4. Verifies that the request for Root Cause Analysis is valid and has sufficient inputs to initiate the RCAR process.
5. Verifies technical details in reports through analysis of technical documents including (but not limited to):
   1. Schematics or engineering drawings
   2. Engineering white papers
   3. Site and equipment logs
   4. Product documentation
   5. Test Reports
6. Generates customer reports (e.g., Root Cause Analysis Report, Site Visit Report, Customer Letter, etc.) as directed by the Technical Support Engineer.
7. Facilitates conference calls between Field Service Engineers and Technical Support Engineers (and other parties as needed) to ensure accuracy of report statements and address customer concerns.
8. Drives the report’s review and approval process.
9. Ensures that requests are processed accurately and in a timely manner. Drive life cycle of customer reports (from initial notification to report approval) by facilitating effective interdepartmental communication.

 KRA 2: Customer Commitment

Definition: Value-adding activities that provide insightful interface, improved relationships, and committed partnership with and for the customers. Successful delivery of this KRA is determined from the perspective of the customer in relation to business results.

1. Assists customers in handling and closure of issues. Provides sound recommendations to customer queries and ensures first time resolution for any customer issues.
2. Coordinates with other teams/support to complete the request of customers.
3. Participates in conference calls, meetings, and discussions with customers.
4. Monitors and updates status of active reports and leads weekly reports status review call with Technical Support Engineers.
5. Provides reports on historical failure data (product-specific or customer-specific) as requested by Technical Support Engineers.
6. Handles specialized queries from customers.

 KRA 3: Internal Communication 

Definition: Effective use of appropriate channels/medium for communication and information sharing. Provides activities that allow exchange and relay of opinions and insights necessary in the conduct of business.

1. Logs and updates request/task details in the team’s tracker databases ensuring timely and accurate update of task status, assignee, and other relevant information.
2. Maintains and manages the contents of the shared mailboxes.
3. Records and submits periodic and/or quarterly transaction records, log sheets and/or trackers, monthly personal performance highlights and operational challenges/issues.

 KRA 4: Continuous Improvement

Definition: An ongoing effort to improve products, services, or processes, and the integration of these improvements to standard processes and protocols -- can be applied in a micro (Individual improvement) or macro (organization-wide) level.

1. Completes personal individual development plan and implements agreed training/development activities.
2. Participates in at least one (1) company/platform/business unit project/initiative.
3. Supports documentation of changes/improvements in tools, standards, technical knowledge, and procedures.
4. Can use effective communication tools like flow charts, process flows, diagrams, etc. to effectively communicate products and processes, convey information, and respond to queries/requests coming from different levels.
5. Identifies problem areas and sources, offers possible solutions, and escalates to seniors/team lead when necessary.

 KRA 5: Team Support and Development 

Definition: Individual contribution to further team effectiveness and development towards better efficiency, productivity, support quality, and quality of work life.

1. Plans, executes, and manages own workload and projects in cooperation with line leaders.
2. Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers.
3. Actively participates in team activities and initiatives.
4. Coordinates and networks with other members of the team to complete assigned projects and programs.
5. Assists colleagues in answering general escalations from customers.
6. Monitors team service level and ensures balanced workload distribution.
7. Serves as point-of-escalation for product-related and process-related (best practices, lessons learned, process updates) queries from peers.
8. Reviews and provide feedback/corrections on customer reports generated by fellow report writers (on the same job level or below) to ensure quality and accuracy.
9. Assist in creating a training plan for new recruits
10. Conducts product/process/functional training.
11. Assists in leading team meetings and huddles (prepares and distributes meeting minutes) and information cascades.
12. Assist in compiling Key Performance Indicator (KPI) data and generation of performance reports.

 JOB QUALIFICATIONS

Education and Certifications

• [Minimum] bachelor’s degree in engineering (Electrical, Electronics, or Mechanical)
• [Preferred] Registered Electrical, Electronics, or Mechanical Engineer (PRC ID)

Requirements

• [Minimum] English Communication Proficiency
• [Minimum] Basic understanding of AC/DC circuits and three-phase electrical systems
• [Minimum] Relevant Technical Proficiency:
  • For Electrical/Electronics Engineers: Basic understanding of AC/DC circuits and three-phase electrical systems
  • For Mechanical Engineers: Basic understanding of relevant principles in Thermodynamics used in thermal management systems.
• [Preferred] Experience in a related engineering field:
  • For Electrical/Electronics Engineers, experience in design, maintenance, or operation of industrial electrical systems that utilizes switchgears, power converters, and voltage/current regulators.
  • For Mechanical Engineers, experience in design, maintenance, or operation of industrial Heating, Ventilation, and Air Conditioning (HVAC) and related Thermal Management systems that utilizes Air, Liquid, and/or Evaporative Cooling technologies.
• [Preferred] Experience in maintenance and/or operation of Uninterruptible Power Supply (UPS) and thermal management systems in a data center.

Years of Experience

• At least 3 to 5 years in any engineering-related capacity.
• At least 1 year of experience in a technical writing role.

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 
Own It 
Act With Urgency 
Foster a Customer-First Mindset 
Think Big and Execute 
Lead by Example 
Drive Continuous Improvement 
Learn and Seek Out Development