Service Operations Manager
Vertiv
Pasig, Manila, Philippines
3d ago

Responsibilities

  • Managedaily technical services associated with fulfillment of contractual obligationsfor PM and CM activities, IS testing and commissioning of new and / or upgradeVertiv UPS / Thermal products including ITIE systems, projects technical supportand start-up as detailed within the Statement of Work SOW or Methods ofProcedures MOP.
  • Act as the first line contact point and execute escalationprocess for swift deployment of technical support and related actions throughour Vertiv's roster of Customer Engineers, subject Matter Experts or thru ASPs / ESPsdirectly to end-users or thru Channel Partners.
  • Map and support pre-definedtechnical training for CEs / ASPs / ESPs as required using a detailed trainingneeds analysis TNA and IDP processes
  • Thoroughlymanage client call request and after-sales-service processes
  • On a case tocase basis, respond to end-user or partner email or written correspondences asan official function representing PH Global Services
  • Facilitate relevantroot-cause-analysis for major and critical technical issues experienced in thefield and cascade accordingly to stakeholers
  • Ensureeffective communication and customer delivery expectations between local MarketUnit, Channels, Enterprise and Telco Sales;
  • Managed Partners and end-usercustomers

  • Map andsupport pre-defined technical training for CEs / ASPs / ESPs as required using adetailed training needs analysis TNA and IDP processes.
  • Support technicaltraining to end-customers
  • Provide level 1 technical support to end-customeror System Integrators when required
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