Data Center Technical Service Lead

Job summary
Representative service role to ensure customer success.Act as a liaison between customers and internal team.Familiarity with customer contracts, SLA requirements, operational culture, and requirements.
Job seniority: mid-to-senior level
Responsibilities
• Attend service review meetings and compile and submit service reports.• Resolve and escalate customer issues in a timely manner.• Manage customer orders, project management, and customer audit requests.• Record billing incidents and ensure timely resolution.• Coordinate with customers and collaborate with service team.• Support Manager in annual reviews of service management process documentation.• Provide orientation meetings to new customers and post-sales support to Account Manager.• Prepare and submit TSM reports for facility health.• Prepare emergency maintenance and prevention procedure documents.• Support company's annual Customer Satisfaction Survey.
Requirements
• Bachelor's degree in Engineering, IT, or related technical discipline.• Minimum 3 years of experience in Data Center service or operation.• Fluent in spoken and written English and Indonesian.• Proficient in Mandarin language is a plus.• Good technical knowledge in Mechanical & Electrical Systems, CI Network, DC facility systems.• Good communication skills and ability to manage customer needs and expectations.• Willingness to support and facilitate Data Center incidents outside office hours.
Benefits
• Great career prospects and growth opportunities.• Ability to influence successful business decisions and input into processes, procedures, and systems.