Customer Technical Support Manager (Batam Based)

Adecco; Indonesia; On-site; IDR 836.260.000 - 1.170.765.000; Full time

Job summary

A growing Digital Infrastructure Company is seeking a Customer Technical Support Manager to be based in Batam, Indonesia. This role involves providing technical support, managing customer incidents, and ensuring satisfaction aligned with SLAs. The ideal candidate will have over 7 years of experience in technical support, along with a Bachelor's degree in engineering or a related field. Excellent communication and stakeholder management skills are essential for success in this position.

Qualifications

• 7+ years of experience in technical support, client services, or operations within data centres.
• Bachelor’s degree in electrical or mechanical engineering or related field.
• Strong knowledge of data centre critical infrastructure system.

Responsibilities

• Act as the first point of contact for customers on all technical matters.
• Provide timely updates and resolution paths for client reported incidents.
• Collaborate with Operations team to monitor and troubleshoot technical issues.

Skills

Technical support experience

Client services expertise

Strong communication skills

Stakeholder management

Education

Bachelor’s degree in electrical or mechanical engineering

Tools

Data center critical infrastructure systems knowledge

Job description

As the leading recruitment agencies, Adecco is currently supporting one of the growing Digital Infrastructure Company that develops, builds and operates digital networks and data center assetsin their search for Customer Technical Support Manager that will be in Batam work of setting.

This role focuses on providing technical support, customer incident management, customer engagement related to technical matters, ensuring that all customers facing technical issues are addressed promptly and professionally.

What will you do:

• Act as the first point of contact for customers on all technical matters related to the data center infrastructure and services.
• Provide timely updates and resolution paths for client reported incidents, problems, technical enquiries and support, escalations, ensuring customer satisfaction, 100% uptime and compliance with customer SLAs.
• Act as the main point of contact to client communications during critical events, incidents, disaster events, alarms, customer related Change Management, Customer Business Review meetings, and all customer technical related discussions, meetings and technical reviews.
• Work collaboratively with Operations team to monitor, troubleshoot, coordinate resolution of technical issues that affecting Manage all customer communications during critical and major incidents.
• To contribute and collaborate with internal engineering, facilities, and operations team to ensure root cause analysis and permanent fixes are delivered.
• Maintain accurate incident records in ticketing system and ensure SLA compliance.

What we're looking for:

• 7+ years of experience in technical support, client services, or operations within data centres
• Bachelor’s degree in electrical or mechanical engineering or related field
• Strong knowledge of data centre critical infrastructure system (UPS, Generators, Chillers, CDU, FWU/CRAH, BMS)
• Familiarity with ITIL framework, Incident Management, Change Management, Problem Management
• Excellent communication skills, stakeholder management, and customer service skills

Only selected candidates will be contacted, good luck!