Assistant Service Ops Manager

POSITION SUMMARY

The Assistant Manager, Service Operations is responsible for supporting the day-to-day management of service operations across the Indonesia Market Unit. This role ensures efficient execution of service delivery, field service coordination, and operational excellence across Vertiv service coverage areas in Indonesia, especially for including Data Center Cluster area in East of Jakarta such us Cibitung, Cikarang and Karawang.

The role acts as a key liaison between field service teams, customers, and internal stakeholders to drive service performance, customer satisfaction, and operational efficiency.

RESPONSIBILITIES

• Service Operations Coordination & Oversight

• Coordinate and oversee daily service operations across all Indonesia service areas (Cikarang, Jakarta, Batam, and other territories)

• Monitor and ensure the smooth execution of preventive maintenance (PM) programs, corrective maintenance, emergency response, and commissioning activities

• Ensure service delivery meets contractual SLA commitments and Vertiv quality standards

• Manage the daily dispatch, scheduling, and resource allocation of Field Service Engineers (FSEs) and Technicians across all areas

• Oversee the timely completion and quality of service reports, work orders, and documentation in Oracle EBS / service management systems

• Coordinate with the Service Support Lead on spare parts availability, warranty processing, channel support, and inventory management

2. Team Supervision & Development

• Assist the Head of Service Operations in supervising and managing the field service team, including FSEs, Technicians, and the Service Support Lead
• Conduct day-to-day performance monitoring, coaching, and mentoring of team members
• Close coordination with Thermal/Power Lead and engineers
• Support the Head of Service Operations in conducting performance reviews, setting up KPIs, and developing individual development plans
• Identify training needs and coordinate technical and soft-skill training programs for the service team
• Assist in recruitment, onboarding, and integration of new team members
• Foster a positive team culture focused on safety, accountability, customer focus, and continuous improvement

3. Service Area Management Support

• Support the management of service operations across key service areas
• Coordinate service activities across the services area (Jakarta, outside Jakarta, Cikarang/Cibitung/Karawang areas and Batam)
• Ensure adequate technician coverage and timely response for manufacturing, data center, and industrial facility customers Jakarta Metropolitan Area
• Coordinate multi-site service operations across Greater Jakarta (Tangerang, Bekasi, Depok) Batam & Other Areas
• Manage logistics and resource planning for service operations in Batam Free Trade Zone and other remote territories

4. Commissioning & Project Support

• Assist in overseeing commissioning activities (L2–L5) for new equipment installations across all service areas
• Coordinate with Project Managers, Lead Commissioning Engineers, and the Commissioning Manager to ensure smooth project-to-service handover
• Support the Head of Service Operations in managing small-to-medium service projects, including upgrades, retrofits, and capacity expansions
• Ensure all commissioning documentation, test reports, and customer signoffs are completed per Vertiv standards

5. EHS & Compliance

• Support the Head of Service Operations in ensuring all service activities comply with Vertiv's EHS (Environment, Health & Safety) standards and local regulations
• Monitor field team compliance with safety protocols, PPE usage, and safe work practices
• Assist in conducting safety audits, incident investigations, and corrective action follow-ups Promote a zero-incident safety culture across the service team

QUALIFICATIONS

• Bachelor’s degree in engineering (Electrical/Mechanical preferred), Business Administration, or a related field
• Minimum 10 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
• Understanding service P&L
• 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