Supervisor Service Support
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Job Location:
Monthly Salary:
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
Description
POSITION SUMMARY
- The Customer Support Manager leads the call center function that provides 247 customer support for all customers. This role ensures high-quality incident handling service request management and proactive communication meeting contractual SLAs and delivering excellent customer experience. The manager oversees people processes and technology (telephony ticketing/ITSM workforce management and knowledge base) while coordinating closely with Service Engineers Project manager and Vendor partners to drive swift resolution and continuous improvement.
- Secondary responsibility is Office administrators that able to manage office administration and coordinating cross-functional activities within company.
RESPONSIBILITIES
- Call Center Operations & Service Excellence
- Own daily call center performance: call queues response times first contact resolution escalations and customer satisfaction.
- Ensure 247 coverage via structured shift planning on-call rosters and contingency staffing plans.
- Monitor real-time dashboards (calls backlog SLAs) and take corrective actions.
- Implement and refine Incident Request Change Problem workflows aligned to ITIL best practices.
- Drive consistent service quality across voice email chat and self-service channels.
- Technical Context
- Ensure call agents can triage and dispatch for customers systems: BMS HVAC/CRAC UPS Generators Electrical Distribution Fire Detection/Suppression Access Control DCIM and Monitoring/NOC tools.
- Maintain and improve runbooks decision trees and knowledge articles for typical alarms events and customer scenarios.
- Coordinate with on-site engineers and vendors for remote triage dispatch site access SOP/EOP compliance safety and documentation.
- People Leadership & Development
- Lead coach and mentor Team Leaders Senior Agents and Agents; oversee recruitment onboarding performance management and succession planning.
- Run regular training on customer communication incident handling systems basics safety and tools usage.
- Build a culture of customer-first mindset urgency ownership and continuous improvement.
- Performance Management & Reporting
- Define and track operational KPIs (SLAs ASA/ART FCR Abandon Rate NPS/CSAT MTTR Backlog Schedule Adherence).
- Publish daily/weekly/monthly reports; analyze trends; conductroot cause analysis and implement improvement actions.
- Own governance cadences: service reviews post-incident reviews (PIR) and quarterly business reviews (QBR) with stakeholders.
- Maintain and enhanceITSM/ticketing WFM ACD quality monitoring call recording and knowledge management platforms.
- Ensure data integrity audit readiness and compliance with customer contractsSLAs safety standards and regulatory requirements.
- Stakeholder & Customer Management
- Act as the point of escalation for critical incidents and Key accounts; ensure proactive communication and timely updates.
- Work closely with Service Operations Projects Field Service Logistics and Finance (PO/PR/invoicing) to resolve issues end-to-end.
- Manage vendor/partner engagement and performance against support contracts.
- Office Administration
- Documentation meeting management handling the services and projects budget.
- Manage and administrate in Sales Billing Cost GP PR PO movement of equipment & materials.
- Coordinating with subcontractors customers and other Vertivs internal functions e.g. PEs CEs Sales and Finance.
- Tracking and supporting Services and Projects to administrate Actual Cost ITD Future Cost Estimate to Complete Estimate at Completion (vs Cost Budget).
- Manage administrative staff and contractors.
- Coordinate office activities and facilities to make sure they are functional in good condition.
- Maintain office supplies and equipment.
- Ensure office policies are followed and complied.
- Support company ISO standard certificate included coordination in internal & external company audit activities.
- Assist with HR tasks (recruitment onboarding etc.)
- Budget Management by handling office expenses tracking budgets and ensuring financial accuracy are key responsibilities.
- Maintain a safe and efficient work environment.
- Be a contact point for companys business continuity plan document
QUALIFICATIONS
- Bachelors degree in engineering IT or Business (Masters degree is a plus).
- 710 years in customer support/call center operations with 35 years in a leadership role.
- Experience in M&E and/or Data Center environments strongly preferred.
- Proven track record managing 247 operations and meeting contractual SLAs.
- Familiarity with ITIL ISO 20000/27001 EHS/safety standards in data center contexts.
- Office Managers must manage time prioritize tasks and maintain a systematic approach to office administration.
- Effective communication and ensuring smooth interactions within the team.
- Familiarity with virtual collaboration tools and office management software enhances productivity.
- Understand office software (word processing spreadsheets databases and presentation software).
- Basic IT troubleshooting skills are essential.
- Skills & Competencies
- Operational leadership: workforce planning real-time management continuous improvement.
- Technical aptitude: understanding of M&E/DC systems and alarm triage.
- Customer excellence: empathy clear communication de-escalation executive-ready updates.
- Process discipline: incident/request/change/problem management; governance and reporting.
- Analytical & data-driven: KPI modeling root cause analysis insights-to-action.
- Languages: Thai (native/advanced) and English (business level); additional languages a plus.
- Problem-Solving: encounter various challenges daily so strong problem-solving abilities are essential.
- Decision-Making: Making informed decisions especially in fast-paced environments is crucial
PHYSICAL & ENVIRONMENTAL DEMANDS
- Can work with a minimum supervising
- Self-motivated initiative and meticulous
- Detailed-oriented and trustworthy
TIME TRAVEL REQUIRED
- NONE 10% -20%
Required Experience:
Manager
Key Skills
- Business
- Patient Care
- Compliance
- Facility
- Emergency
- Accounting
- HVAC
- Daily Operations
- Direct Supervision
- Professional Development
- Service Management
- Service Operations
- Service Quality
- Payroll
- Service Technician
About Company
Work Authorization No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need s ... View more
