Service Analyst

PT Mastratech Indonesia; Jakarta Utara; On-site; IDR 89,280,000 - 178,560,000; Full time

Job summary

PT Mastratech Indonesia is seeking a Service Analyst to turn performance data, customer feedback, and service metrics into actionable improvements. You will bridge Customers, Product, Service, Sales, and Management with data-driven insights to elevate product quality and operational efficiency.

In this role, you will analyze feedback sources, monitor trends, support root-cause analysis, and generate reports.

Qualifications

• Bachelor's degree in Engineering, Information Technology, Business Administration, or a related field.

Responsibilities

• Analyze performance, customer feedback, and service data to improve quality and efficiency.
• Bridge between customers, Product, Service, Sales, and Management with data-driven insights.
• Collect, monitor, and analyze customer feedback from surveys, service reports, and direct communications.
• Identify trends, issues, and root causes affecting satisfaction.
• Prepare periodic reports on customer satisfaction and service performance.
• Analyze product reliability, performance, and usage data.
• Monitor product issues, warranty claims, and service records.
• Identify opportunities for product improvement and cost reduction.
• Collaborate with Product, Service, and Engineering for enhancements.
• Participate in product testing, validation, and evaluation.
• Support continuous improvement initiatives and monitor effectiveness.
• Provide technical support and guidance to internal teams and customers.
• Develop and maintain product documentation and knowledge bases.
• Act as SME for assigned products and systems.
• Conduct product and technical training for internal personnel.
• Generate and present reports on performance, feedback, and improvements.

Skills

Analytical skills

Problem-solving

Communication

Presentation skills

MS Office

Data analysis tools

Reporting systems

Independent & collaborative work

Education

Bachelor's degree in Engineering, Information Technology, Business Administration, or a related field

Tools

Data analysis tools

MS Office

Job description

The Service Analyst is responsible for analyzing performance, customer feedback, and service-related data to improve product quality, customer satisfaction, and operational efficiency. The role serves as a bridge between customers, Product, Service, Sales, and Management teams by providing data-driven insights and recommendations for continuous improvement.

Key Responsibilities

Customer Feedback & Service Analysis

Collect, monitor, and analyze customer feedback from various sources, including surveys, service reports, and direct communications.

Identify trends, recurring issues, and root causes affecting customer satisfaction.

Monitor customer complaints and coordinate corrective actions with relevant departments.

Prepare periodic reports on customer satisfaction and service performance.

Product Performance Monitoring

Analyze product reliability, performance, and usage data.

Monitor product issues, warranty claims, and service records.

Identify opportunities for product improvement and cost reduction.

Support root cause analysis of product failures and recurring technical issues.

Product & Service Improvement

Collaborate with Product, Service, and Engineering teams to recommend product enhancements.

Participate in product testing, validation, and evaluation activities.

Support continuous improvement initiatives related to products and services.

Monitor the effectiveness of implemented improvements.

Technical Support & Knowledge Management

Provide technical support and guidance to internal teams and customers when required.

Develop and maintain product documentation, troubleshooting guides, and technical knowledge databases.

Act as a Subject Matter Expert (SME) for assigned products and systems.

Conduct product and technical training for internal personnel.

Reporting & Data Analysis

Generate and present reports on product performance, customer feedback, service quality, and improvement initiatives.

Maintain accurate records and databases related to product and service performance.

Provide data-driven recommendations to management for strategic decision-making.

Qualifications :

Bachelor's degree in Engineering, Information Technology, Business Administration, or a related field.

Experience in product support, technical service, product analysis, or customer service.

Strong analytical and problem-solving skills.

Proficiency in Microsoft Office, data analysis tools, and reporting systems.

Excellent communication and presentation skills.

Ability to work independently and collaboratively across departments.

PT Mastratech Indonesia was set up in 2005 by a dedicated team of professionals with proven track records in the mining and heavy equipment industry. The company has since established itself as a reputable and reliable provider of quality preventative maintenance solutions, custom-engineered systems and related engineering support services to address the high cost of industrial maintenance at the workplace. The company was granted PMA (Foreign Direct Investment) Company status by the Indonesian Investment Coordinating Board (BKPM) on 01 August 2005. PT Mastratech Indonesia is headquartered in Jakarta, Indonesia with an associated company in Singapore providing procurement and logistics support services. Over the years, it has established a network of branch offices, regional distributors and service centres at strategic locations throughout Indonesia to provide customer care and enhance prompt support after-sales services to its valued customers.

PT Mastratech Indonesia was set up in 2005 by a dedicated team of professionals with proven track records in the mining and heavy equipment industry. The company has since established itself as a reputable and reliable provider of quality preventative maintenance solutions, custom-engineered systems and related engineering support services to address the high cost of industrial maintenance at the workplace. The company was granted PMA (Foreign Direct Investment) Company status by the Indonesian Investment Coordinating Board (BKPM) on 01 August 2005. PT Mastratech Indonesia is headquartered in Jakarta, Indonesia with an associated company in Singapore providing procurement and logistics support services. Over the years, it has established a network of branch offices, regional distributors and service centres at strategic locations throughout Indonesia to provide customer care and enhance prompt support after-sales services to its valued customers.