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Service Support Lead Coordinator

2 hours ago

Bangkok, Bangkok, Thailand Vertiv Full time

POSITION SUMMARY

  • As a Senior Service Support Administrator, you will be responsible for managing and improving service operations, with a strong focus on administrative support, tracking the job progress, reporting accuracy, and inventory control. You will coordinate service activities, maintain detailed records, and ensure efficient resource allocation to support field operations and customer satisfaction.

RESPONSIBILITIES

  • Service Coordination & Support:
  • Manage and track service requests from initiation to closure.
  • Coordinate with field engineers and customers to ensure timely service delivery.
  • Maintain service schedules and dispatch plans.
  • Prepare and manage service documentation, including work orders, service reports, and customer communications.
  • Maintain and update customer and service records in CRM and ERP systems.
  • Support contract and warranty administration, including renewals and compliance tracking.
  • Service Invoicing & Billing:
  • Prepare and process service invoices in coordination with the finance team.
  • Ensure accurate billing based on service reports, contracts, and parts usage.
  • Track and reconcile billing discrepancies and customer queries.
  • Maintain billing logs and support monthly revenue reporting.
  • Reporting & Analysis:
  • Generate and analyze service performance reports (e.g., response time, resolution rate, customer satisfaction).
  • Prepare monthly and quarterly dashboards for internal and external stakeholders.
  • Identify trends and recommend process improvements based on data insights.
  • Review and support information for Services financial report update.
  • Inventory & Asset Control:
  • Monitor spare parts inventory and coordinate with logistics for replenishment.
  • Track usage of parts and tools by field engineers.
  • Ensure accurate documentation of inventory movements and stock levels.
  • Support audits and compliance with inventory control procedures.
  • Contract transaction & backlog forecast:
  • Provide backlog tracking update as weekly basis
  • Coordinate with all parties to complete the services job assignment
  • Support information for Services monthly revenue forecast
  • Supervision team and other coordinate functions:
  • To be lead and supervised on all service administration tasks with team and other related functions
  • Provide guidance and training to junior support staff.
  • Collaborate with cross-functional teams including logistics, finance, and technical support.
  • To be a mentor for all junior staff in team.
  • Managed other staff cross functions to meet the same goal objectives.

QUALIFICATIONS

  • Bachelor's degree in business administration, Engineering, or a related field.
  • Minimum 5-7 years of experience in service support, administration, or operations roles.
  • Strong knowledge of CRM and ERP systems (e.g., Salesforce, SAP, Oracle).
  • Proficient in Microsoft Office Suite, especially Excel and PowerPoint.
  • Excellent organizational, communication, and multitasking skills.
  • Experience with inventory and billing systems.
  • Strong analytical mindset with attention to detail.
  • Can lead and supervise team in areas of expertise

PHYSICAL & ENVIRONMENTAL DEMANDS

  • Can work as a expectation of lead and supervising
  • Self-motivated, initiative and meticulous
    Detailed-oriented and trustworthy

TIME TRAVEL REQUIRED

  • 10% - 50%