Deskripsi Pekerjaan
Join Vertiv's dynamic Service Support team and unlock your leadership potential! As a Supervisor Service Support, you'll drive exceptional customer experiences while fostering a culture of continuous growth. We empower our supervisors through rotational programs and high-impact projects that accelerate your professional development. Lead a dedicated team in resolving complex technical challenges, implement process improvements, and collaborate with cross-functional teams to elevate service delivery standards. Enjoy competitive benefits, mentorship opportunities, and a collaborative environment where your contributions directly impact customer satisfaction and business success. At Vertiv, we invest in your career journey with structured learning paths and advancement opportunities.
Tanggung Jawab
- Lead and mentor a team of service support specialists to achieve performance targets
- Monitor daily operations and ensure adherence to service level agreements (SLAs)
- Resolve escalated customer issues with technical expertise and empathy
- Analyze team performance metrics to identify improvement opportunities
- Develop and implement training programs to enhance team capabilities
- Collaborate with engineering and product teams to resolve systemic issues
- Maintain accurate documentation of incidents and resolutions
- Foster a positive team culture aligned with Vertiv's core values
Kualifikasi
- Bachelor's degree in Engineering, IT, Business, or related field
- 3+ years of experience in customer service or technical support roles
- 1+ years of supervisory or team leadership experience
- Strong problem-solving skills with technical aptitude
- Excellent communication and interpersonal abilities
- Proficiency in CRM systems and support ticketing platforms
- Ability to work under pressure and manage competing priorities
- Experience in IT infrastructure or power solutions preferred