QA and Customer Complain Section Head - Fibre Cement Roof (#434)

PT Talenta Eksekutif Asia; Ngoro; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading building materials manufacturer located in Ngoro, Indonesia is seeking a QA and Customer Complaint Section Head to oversee quality control and manage customer complaint resolutions. The successful candidate will lead a team in ensuring outgoing product quality meets rigorous standards while handling customer issues efficiently. Candidates should possess a degree in Mechanical or Industrial Engineering, with at least 5 years of experience in QA/QC roles, ideally within the building materials sector. Strong leadership and communication skills are essential.

Qualifications

• Minimum 5 years in QA/QC manufacturing with supervisory experience.
• Experience in handling customer complaints in building materials.
• Proficient in English for communication and technical understanding.

Responsibilities

• Oversee inspections of finished products prior to shipment.
• Manage customer complaints related to product quality.
• Implement and maintain QMS standards like ISO 9001 and ISO 14001.
• Lead and supervise the outgoing and customer complaint team.
• Collaborate with production, warehouse, QA, and logistics teams.

Skills

Analytical skills

Problem-solving

Communication skills

Customer complaint handling

Team leadership

Education

Bachelor’s degree in Mechanical/Industrial Engineering

Diploma (D3) with strong experience

Tools

ISO 9001

ISO 14001

SPC

AQL standards

Job description

This role requires the candidate to work in Mojokerto, Indonesia.

Client Overview

The client is one of Indonesia’s most established and trusted manufacturers in the building materials industry, specializing in high-quality roofing products widely used in residential, commercial, and industrial construction. Known for durable fiber-cement roofing sheets, accessory products, and other construction solutions, their products are distributed nationwide through extensive dealer and contractor networks. Founded in 1971, the company has grown into a major player with a strong presence across Indonesia, supported by a large-scale production ecosystem and efficient distribution lines. Operating modern manufacturing facilities in East Java, primarily around Mojokerto, Sidoarjo, and Surabaya, they produce roofing materials using disciplined, process-driven manufacturing systems and strict quality control principles, with a strong emphasis on operational excellence, product consistency, customer satisfaction, and long-term market reliability.

Job Role

The QA and Customer Complaint Section Head leads the end-to-end activities of product outgoing inspections and manages customer complaint resolution. This includes ensuring outgoing quality meets company standards, handling customer issues, enforcing quality systems, and coordinating with internal teams to maintain service excellence.

Key Responsibilities

• Outgoing Quality Control: Oversee inspections of finished products prior to shipment; ensure AQL standards and compliance with quality specifications.
• Customer Complaint Handling: Manage customer complaints related to product quality; conduct root cause analysis and coordinate corrective actions with production and QA teams; communicate with customers in a structured and professional manner.
• Quality Management System (QMS): Implement and maintain QMS standards such as ISO 9001, ISO 14001, and SPC; ensure proper documentation, reporting, and follow-up on quality incidents.
• Team Leadership: Lead and supervise the outgoing and customer complaint team; maintain discipline, integrity, and a service-oriented culture.
• Communication & Coordination: Collaborate with production, warehouse, QA, and logistics teams to ensure timely issue resolution and effective customer communication.

Candidate Requirements

• Bachelor’s degree (S1) in Mechanical/Industrial Engineering or related fields; open to diploma (D3) graduates with strong technical experience.
• Minimum 5 years in QA/QC manufacturing, with at least 2 years in supervisory/leadership role.
• Experience handling QA/QC and customer complaints in building materials (steel, metal, plastic, packaging).
• Knowledge of ISO 9001, ISO 14001, SPC, and AQL standards; skilled in customer complaint handling.
• Strong analytical, problem-solving, and communication skills; able to lead and motivate teams.
• Customer-focused, high integrity, solution-oriented under pressure, and collaborative in leadership.
• Proficient in English for daily communication and technical understanding.

Job Code: #434