Customer Technical Service Specialist

Pengiklan Anonim; Jawa Barat; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading beverage manufacturer in Indonesia seeks a technical advisor to provide support in product quality and customer service. The role requires collaboration with clients and internal teams to ensure adherence to industry standards, with a focus on quality improvement and complaint handling. Candidates should have a degree in Engineering and at least 5-7 years of experience in a customer-facing technical role, along with strong communication skills in English and Bahasa Indonesia.

Qualifications

• Minimum of 5-7 years’ experience in a customer-facing technical role.
• Strong knowledge of Customer filling lines.
• Proficient in spoken and written English and Bahasa Indonesia.

Responsibilities

• Provide effective Technical Service support to Customers during product trials.
• Deliver technical advice on product specifications and quality standards.
• Handle Customer complaints promptly and professionally.

Skills

Technical knowledge of beverage manufacturing

Report preparation

Excellent communication skills in English

Troubleshooting capability

Education

Bachelor’s Degree in Engineering or Diploma in Mechanical / Production Engineering

Job description

A. Purpose Statement

Overall responsible for the effective provision of technical advice and services to Customers and/or internal plant personnel, particularly in relation to product quality, customer production processes, complaint handling, and continuous improvement initiatives. This role requires close collaboration with Customers and internal cross-functional teams to ensure product performance meets Customer and industry requirements, while maintaining strong and professional customer relationships. The position also requires willingness to support other plants and relocate when required.

B. Key Responsibilities

• Ensure effective Technical Service support is provided to Customers, especially during finished product trials and qualification processes.
• Provide technical recommendations and training to Customers regarding product specifications and quality standards.
• Deliver technical advice and support in handling Customer complaints and production issues related to the use of cans and ends.
• Work closely with Customers to establish and maintain proper can filling and seaming procedures, methods, facilities, and equipment in line with Customer and industry requirements.
• Design and conduct regular quality checks and audits at Customer filling lines, where required.
• Handle all Customer quality complaints promptly and professionally, ensuring appropriate corrective actions are taken internally through close coordination with cross-functional departments.
• Establish and maintain customer relationship programs related to quality and plant operational matters.
• Support Quality Assurance in conducting regular internal process audits to ensure compliance with quality procedures by Production, Engineering, and Warehousing teams.
• Assist in providing analytical methods and conducting analysis on internal and customer quality issues, defective materials, and claims; advise plant management on findings and coordinate action plans.
• Provide recommendations to Production and Operations teams regarding product quality improvement and support cross-functional problem-solving initiatives.
• Coordinate with the Commercial Department in conducting new product test packs and provide timely updates on test results.
• Coordinate Customer complaint investigations, including sorting of filled cans and on-site supervision when necessary.
• Coordinate with Customers and the Commercial Department on trials for new materials, down-gauging initiatives, and alternative backup sources.
• Support plant preparation for Customer audits and quality certification audits.
• Conduct and participate in regular Corrective Action meetings with Quality, Production, Engineering, Warehouse, and Supply Chain teams to resolve Customer complaints effectively.

C. Job Specifications

I. Technical Requirements

• Education: Bachelor’s Degree in Engineering or Diploma in Mechanical / Production Engineering
• Experience: Minimum of 5–7 years’ experience in a customer-facing technical role; strong knowledge of Customer filling lines; good understanding of 2-piece can making and ends making processes
• Skills & Competencies: Proficient in using computers for report preparation and presentations; strong technical knowledge of beverage manufacturing, particularly filling, seaming, and product handling; good understanding of ISO systems, Quality Control, and Statistical Process Control (SPC); strong technical know-how with excellent troubleshooting capability; ability to work toward win-win solutions; excellent communication skills in English; willing to support other plants and relocate when required

II. Interpersonal Skills

• Strong team player with the ability to collaborate effectively and inspire others
• Good communication and interpersonal skills
• Proficient in spoken and written English and Bahasa Indonesia
• Must not suffer from color blindness or acrophobia