Supervisor Service Support at Vertiv in Jakarta, Indonesia

Supervisor Service Support

Location: Jakarta, Indonesia

Brief Job Description:

POSITION SUMMARY

The Service Support Lead is responsible for overseeing and coordinating service support activities across the Indonesia Market Unit. This role encompasses managing small-scale projects, warranty handling, channel partner support, and inventory stock management. The incumbent will ensure seamless service delivery, customer satisfaction, and operational efficiency while supporting the broader Service Operations team.

RESPONSIBILITIES

General Responsibilities

• 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

Small Projects Management

• 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

Warranty Handling

• 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

Channel Partner Support

• 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

Inventory & Stock Management

• 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

QUALIFICATIONS

• 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

Physical & Environmental Requirements: (To be used majorly for manufacturing jobs.)

• None

Time Travel Needed:

• 20%

The successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPLES: Safety. Integrity. Respect. Teamwork. Inclusion.

OUR STRATEGIC PRIORITIES

• High-Performance Culture

• Customer Focus

• Operational Excellence

• Innovation

• Financial Strength

VERTIV 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

• Promote transparent & open communication

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to 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 extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action 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. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to help.join@vertiv.com