Product Support Staff

PT Multi Power Aditama; Daerah Khusus Ibukota Jakarta; On-site; IDR 60,000,000 - 100,000,000; Full time

Job summary

An established industry player is seeking a skilled technical support specialist with a strong background in heavy equipment. This role involves providing exceptional support to customers, managing warranty processes, and ensuring product quality. The ideal candidate will possess analytical and interpersonal skills, thrive in a fast-paced environment, and have a solid understanding of heavy equipment, particularly undercarriage and GET. Join a dynamic team dedicated to enhancing customer satisfaction and driving product improvement through effective communication and collaboration.

Qualifications

• 3+ years of experience in technical support roles.
• Strong understanding of heavy equipment products.

Responsibilities

• Provide technical support and manage warranty processes effectively.
• Enhance customer satisfaction and prepare monthly reports.

Skills

Analytical Skills

Interpersonal Skills

Problem Solving

Multitasking

Education

Bachelor's degree

Tools

Quality Control

Job description

Gain in depth knowledge of the product, have a broad understanding of it, stay updated on product developments and be able to solve complex problems.

Provide technical support, handle customer complaints, offer solutions and assist customers in using the product correctly.

Enhance customer satisfaction by collecting technical complaints for product improvement and building strong relationships with customers.

Manage warranty processes effectively.

Ensure that incoming and outgoing products from the warehouse are in good condition (Quality Control).

Collaborate with other teams to ensure customers receive the best support, working closely with the warehouse team to manage the product performance database.

Prepare monthly reports such as warranty reports, problem reports, CTS reports for projects, and project trial reports.

Qualifications

Bachelor's degree in any major.

Minimum 3 years of experience in similar roles and responsibilities.

Preferably experienced in heavy equipment, mining and heavy industry companies.

Strong analytical, interpersonal, and relationship building skills.

Able to work in a fast paced and multitasking environment.

Understanding of heavy equipment products, especially undercarriage and GET.