Service Analytics & Improvement Specialist

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

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.