Service Operations Lead: Projects, Warranty & Inventory

Vertiv Co

Jakarta Pusat

On-site

IDR 450,000,000 - 600,000,000

Full time

2 days ago

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Job summary

Vertiv Co in Jakarta oversees service support across the Indonesia Market Unit, coordinating small projects, warranty handling, channel partner support, and inventory management to ensure seamless service and customer satisfaction.

The role requires strong project management, ERP experience, and excellent communication to align with regional teams and mentor junior staff. Based in Jakarta, it offers a dynamic environment within the service operations team.

Qualifications

Bachelor's degree in engineering (Electrical/Mechanical preferred) or related field.
Minimum 7 years in service operations or related.
Experience in warranty management, channel partner management, and inventory/logistics coordination.
Experience with UPS systems, thermal management, or critical infrastructure is preferred.
Strong PM skills with ability to manage multiple priorities.
Excellent communication and stakeholder management.
Proficiency in ERP/inventory management systems (SAP, Oracle).

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.
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.