Position Summary
JOB DESCRIPTION
- 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 customer's 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; conduct root cause analysis and implement improvement actions.
- Own governance cadences: service reviews, post-incident reviews (PIR), and quarterly business reviews (QBR) with stakeholders.
- Maintain and enhance ITSM/ticketing, WFM, ACD, quality monitoring, call recording, and knowledge management platforms.
- Ensure data integrity, audit readiness, and compliance with customer contracts, SLAs, 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 Vertiv's 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 company's business continuity plan document
Qualifications
- Bachelor's degree in engineering, IT, or Business (Master's 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
About The Team
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 sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.
