Deskripsi pekerjaan
PT. Star Wagen Indonesia merupakan diler komersial resmi terpercaya untuk berbagai merek alat berat dan kendaraan niaga terkemuka, didukung oleh pengalaman perusahaan induk Putra Perkasa Abadi. Posisi Customer Support & Sales Service Staff berperan penting dalam memantau dan mendukung pelaksanaan program layanan, garansi, klaim, serta suku cadang di berbagai cabang dan lokasi proyek guna memastikan kepuasan pelanggan serta standar operasional terpenuhi.
Tanggung jawab: Monitor the implementation of service, warranty, claim, and spare part programs across branches and sites; Handle customer complaints as the first escalation point and coordinate appropriate follow-up with relevant teams; Monitor service requests to ensure fulfillment in accordance with established Service Level Agreements (SLA); Coordinate with SPD, SDH, and branch/site Supervisors to support the development of mechanic and admin competencies; Provide basic technical coaching and conduct daily performance evaluations to support service team effectiveness; Monitor operational OPEX across branches and sites; Monitor spare part utilization and warranty administration to support accurate and effective service operations; Prepare service, claim, spare part, and customer issue reports on a regular basis; Coordinate with Sales, Parts, Marketing, and Technical functions within the assigned area to support smooth service operations; Ensure operational activities comply with company standards, safety requirements, and audit requirements.
Kualifikasi: Bachelor's degree in Management, Engineering, Automotive Engineering, Business Administration, or a related field; Experience in Customer Support, After-Sales Service, Sales Service, Service Operations, or related functions will be an advantage; Good understanding of service operations, warranty, claims, spare parts, and customer support processes; Good understanding of Service Level Agreement (SLA) monitoring and customer complaint handling; Strong coordination skills with the ability to work effectively with branch/site teams and cross-functional departments; Ability to provide basic coaching and support performance evaluation for service teams; Good understanding of operational cost monitoring, particularly OPEX, will be an advantage; Strong attention to detail in managing service, warranty, claim, spare part, and customer issue documentation; Good communication and problem-solving skills with a customer-focused approach; Proficiency in Microsoft Office, particularly Excel, for monitoring, reporting, and data analysis purposes.
Benefit: Competitive compensation; Opportunities for professional growth; Exposure to a dynamic business environment; Collaborative and supportive work environment.
Tanggung jawab
- Monitor the implementation of service, warranty, claim, and spare part programs across branches and sites
- Handle customer complaints as the first escalation point and coordinate appropriate follow-up with relevant teams
- Monitor service requests to ensure fulfillment in accordance with established Service Level Agreements (SLA)
- Coordinate with SPD, SDH, and branch/site Supervisors to support the development of mechanic and admin competencies
- Provide basic technical coaching and conduct daily performance evaluations to support service team effectiveness
- Monitor operational OPEX across branches and sites
- Monitor spare part utilization and warranty administration to support accurate and effective service operations
- Prepare service, claim, spare part, and customer issue reports on a regular basis
- Coordinate with Sales, Parts, Marketing, and Technical functions within the assigned area to support smooth service operations
- Ensure operational activities comply with company standards, safety requirements, and audit requirements
Kualifikasi
- Bachelor's degree in Management, Engineering, Automotive Engineering, Business Administration, or a related field
- Experience in Customer Support, After-Sales Service, Sales Service, Service Operations, or related functions will be an advantage
- Good understanding of service operations, warranty, claims, spare parts, and customer support processes
- Good understanding of Service Level Agreement (SLA) monitoring and customer complaint handling
- Strong coordination skills with the ability to work effectively with branch/site teams and cross-functional departments
- Ability to provide basic coaching and support performance evaluation for service teams
- Good understanding of operational cost monitoring, particularly OPEX, will be an advantage
- Strong attention to detail in managing service, warranty, claim, spare part, and customer issue documentation
- Good communication and problem-solving skills with a customer-focused approach
- Proficiency in Microsoft Office, particularly Excel, for monitoring, reporting, and data analysis purposes
Benefit
- Competitive compensation
- Opportunities for professional growth
- Exposure to a dynamic business environment
- Collaborative and supportive work environment
Informasi lowongan
- Tipe pekerjaan
- Contract
- Pendidikan
- S1
- Gaji
- Rp 8.000.000 – Rp 12.000.000 per month