Supervisor Service Support

Indonesia·Jakartamid

Other

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Quick Summary

Overview

Brief Job Description: POSITION SUMMARY The Service Support Lead is responsible for overseeing and coordinating service support activities across the Indonesia Market Unit.

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Responsibilities

~1 min read

→Ensure all service support activities comply with Vertiv's policies, procedures, and safety standards
→Prepare and present regular reports on service support performance, KPIs, and improvement initiatives
→Collaborate with regional teams to align service support strategies and best practices
→Drive continuous improvement initiatives to enhance service efficiency and customer satisfaction
→Support the Head of Service Operations in strategic planning and operational decision-making
→Manage and mentor junior team members within the service support function

Lead and coordinate small-scale service projects from initiation through completion, ensuring delivery within scope, timeline, and budget
Develop project plans, schedules, and resource allocation for assigned service projects
Coordinate with cross-functional teams including engineering, sales, and logistics to ensure smooth project execution
Monitor project progress, identify risks, and implement corrective actions as needed
Prepare project status reports and provide regular updates to stakeholders
Ensure compliance with Vertiv's quality standards and safety protocols throughout project execution

Manage end-to-end warranty claim processes for Vertiv products within the Indonesia Market Unit
Evaluate and validate warranty claims in accordance with Vertiv's warranty policies and procedures
Coordinate with the factory, technical teams, and supply chain to facilitate timely warranty part replacements and repairs
Track and report warranty performance metrics, including claim volumes, turnaround times, and cost analysis
Liaise with customers to communicate warranty status, resolutions, and expected timelines
Identify recurring warranty issues and collaborate with quality teams to drive root cause analysis and corrective actions

Serve as the primary point of contact for channel partners regarding service support inquiries and escalations
Develop and maintain strong relationships with channel partners to enhance service delivery capabilities
Provide technical guidance and support to channel partners on Vertiv products and service processes
Coordinate training and enablement programs for channel partners to improve their service competency
Monitor channel partner performance and ensure adherence to Vertiv's service standards and SLAs
Support the onboarding of new channel partners and ensure smooth integration into the service ecosystem

Oversee spare parts inventory planning and management to ensure optimal stock levels for the Indonesia Market Unit
Monitor inventory levels, forecast demand, and coordinate replenishment to minimize stockouts and excess inventory
Collaborate with supply chain and logistics teams to ensure timely procurement and delivery of spare parts
Implement and maintain inventory tracking systems and processes for accurate stock visibility
Conduct regular inventory audits and reconciliation to ensure data accuracy
Analyze inventory performance metrics (e.g., stock turnover, fill rate, aging) and recommend improvements

Requirements

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Bachelor’s degree in engineering (Electrical/Mechanical preferred), Business Administration, or a related field
Minimum 7 years of experience in service operations, technical support, or project management within the power/critical infrastructure industry
Proven experience in warranty management, channel partner management, and inventory/logistics coordination
Experience working with UPS systems, thermal management, or critical infrastructure products is highly preferred
Strong project management skills with the ability to manage multiple priorities simultaneously
Excellent communication and interpersonal skills for effective stakeholder management
Analytical and problem-solving capabilities with a data-driven approach
Proficiency in ERP/inventory management systems (e.g., SAP, Oracle)
Strong understanding of warranty processes and service level agreements (SLAs)
Ability to work independently and collaboratively in a fast-paced environment
Proficient in Microsoft Office Suite (Excel, PowerPoint, Word)
Fluent in Bahasa Indonesia and English (written and spoken)
PMP or equivalent project management certification
Experience with Vertiv or similar OEM products and services
Knowledge of the Indonesia market and channel distribution landscape