CUSTOMER SUPPORT & SALES SERVICE SECTION HEAD

PT. Star Wagen Indonesia; Jakarta Pusat; On-site; IDR 200,000,000 - 400,000,000; Full time

Job summary

Star Wagen Indonesia is seeking a Customer Support & Sales Service Section Head to lead a customer-focused, data-driven team and drive service improvement across the organization. The role emphasizes monitoring KPIs, refining SOPs, and coordinating cross-functional efforts to enhance customer satisfaction and loyalty.

The successful candidate will have a technical background in automotive/engineering, strong communication skills, and the ability to manage multiple operating areas across

Qualifications

• Bachelor's degree in Mechanical Engineering, Industrial Engineering, Automotive Engineering, or related field.
• 3–5 years of relevant work experience.
• Proficiency in Microsoft Office and SAP; strong communication skills.

Responsibilities

• Monitor and evaluate Customer Support KPIs including response time and resolution.
• Develop and update SOPs for Customer Support and Sales Service.
• Analyze market opportunities and industry trends to support service development.
• Develop and implement customer retention and after-sales programs.
• Coordinate issue resolution with relevant departments to ensure timely solutions.

Skills

Microsoft Office

Communication skills

Education

Bachelor's degree in Mechanical Engineering

Bachelor's degree in Industrial Engineering

Bachelor's degree in Automotive Engineering

Tools

SAP

Job description

CUSTOMER SUPPORT & SALES SERVICE SECTION HEAD

Star Wagen Indonesia is the official authorized commercial dealer for Mercedes Benz, authorized distributor for SANY SRT100S, authorized distributor for SAKAI road construction equipment, and authorized distributor of Atlas Copco products in Indonesia. Backed by the experience of our parent company, Putra Perkasa Abadi, we are committed to delivering reliable products and outstanding after-sales service as the foundation of our success.

About the role

We are seeking a Customer Support & Sales Service Section Head to join our team on a full-time basis. In this role, you will play a crucial part in monitoring customer support performance, improving service procedures, and developing customer retention and after-sales service strategies. You will work closely with various departments to identify customer needs, evaluate service performance, and ensure customer concerns are resolved effectively and in a timely manner.

This position requires a customer-focused, analytical, and strong leadership-oriented professional who can evaluate service performance, improve operational procedures, identify business opportunities, and coordinate cross-functional teams to enhance customer satisfaction and loyalty.

Key responsibilities

Monitor and evaluate Customer Support Key Performance Indicators (KPIs), including response time, customer complaint resolution, and service level achievement.

Evaluate, develop, and update Standard Operating Procedures (SOPs) for Customer Support and Sales Service functions to improve service quality.

Identify market opportunities, analyze industry trends, and understand customer needs to support service development and business strategies.

Develop and implement customer retention strategies and after-sales service programs to improve customer satisfaction and loyalty.

Coordinate customer issue resolution with relevant departments to ensure appropriate and timely solutions.

What we're looking for

Bachelor's degree (S1) in Mechanical Engineering, Industrial Engineering, Automotive Engineering, or a related field.

Minimum 3–5 years of relevant work experience.

Proficiency in Microsoft Office and SAP.

Good communication skills, both written and spoken.

Willingness to be assigned to all PT Star Wagen Indonesia operational areas across Indonesia.

What we offer

At PT. Star Wagen Indonesia, we offer a collaborative and supportive work environment where you can develop your skills and build a meaningful career. We provide competitive compensation, opportunities for professional growth, and exposure to a dynamic business environment. Join a team that values teamwork, continuous improvement, and individual contribution while maintaining a healthy and inclusive workplace culture.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Berapa gaji bulanan yang kamu inginkan?
• How many years' experience do you have as a Service Section Head?
• Kualifikasi mana yang kamu miliki?
• Berapa tahun pengalaman kerjamu di bidang Teknik Otomotif?

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