Service Support Lead: Projects & Warranty (Indonesia)

Vertiv; Jakarta Pusat; On-site; IDR 900,000,000 - 1,300,000,000; Full time

Job summary

Vertiv is seeking a Service Support Lead in Indonesia to oversee service delivery across the market unit, manage small projects, and drive warranty and channel partner initiatives. You will coordinate with engineering, sales, and logistics to ensure timely, compliant service execution and customer satisfaction.

The role requires strong project management, regional collaboration, and the ability to mentor junior staff within a fast-paced environment.

Qualifications

• Bachelor’s degree in engineering (Electrical/Mechanical preferred).
• Minimum 7 years of experience in service operations, technical support, or project management within the power/critical infrastructure industry.
• Experience in warranty management, channel partner management, and inventory/logistics coordination.
• Experience 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 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).
• Experience with Vertiv or similar OEM products and services.
• Knowledge of the Indonesia market and channel distribution landscape.

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.

Skills

Project management

Stakeholder management

Analytical thinking

Communication

Warranty processes

Inventory management

Channel partner management

MS Office

Problem solving

Independent worker

Education

Bachelor’s degree in engineering (Electrical/Mechanical preferred)

Business Administration

PMP or equivalent project management certification

Tools

SAP

Oracle

Job description

Vertiv is seeking a Service Support Lead in Indonesia to oversee service delivery across the market unit, manage small projects, and drive warranty and channel partner initiatives. You will coordinate with engineering, sales, and logistics to ensure timely, compliant service execution and customer satisfaction.

The role requires strong project management, regional collaboration, and the ability to mentor junior staff within a fast-paced environment.