Service Delivery Management

PT RLogic Technology; Jakarta Timur; On-site; IDR 300,000,000 - 420,000,000; Full time

Job summary

PT. R-Logic Technology Indonesia seeks an Operations Leader to oversee the CEC, including intake, diagnosis, repair, and dispatch/return of units within contracted turnaround times. You will manage case flow, coordinate parts with the supply chain, and lead technicians and coordinators to meet SLA targets.

You will drive accountability, continuous improvement, and proactive risk management, while ensuring documentation and regulatory compliance in all service processes.

Responsibilities

• Oversee daily operations of the CEC, including intake, diagnosis, repair, and dispatch/return of units within contracted turnaround times
• Manage case flow and backlog to ensure SLA compliance across all service categories
• Coordinate parts and Open Cell/component availability with the supply chain/logistics team to avoid service delays
• Ensure accurate, timely documentation and labeling for all service and RMA/warranty cases, consistent with OEM and client requirements
• Lead, coach, and develop technicians, service coordinators, and support staff at the CEC
• Plan workforce capacity and scheduling to match service volume and SLA demands
• Conduct performance reviews, manage disciplinary matters, and drive a culture of accountability and continuous improvement
• Prepare and present regular performance reports and business reviews to the client and internal management
• Proactively identify and elevate service risks, resource constraints, or systemic issues before they impact SLA performance
• Ensure all service processes comply with client, OEM, and regulatory requirements

Job description

Oversee daily operations of the CEC, including intake, diagnosis, repair, and dispatch/return of units within contracted turnaround times. Act as the primary operational point of contact for the client on day-to-day service delivery matters.

Key responsibilities

• Oversee daily operations of the CEC, including intake, diagnosis, repair, and dispatch/return of units within contracted turnaround times
• Manage case flow and backlog to ensure SLA compliance across all service categories
• Coordinate parts and Open Cell/component availability with the supply chain/logistics team to avoid service delays
• Ensure accurate, timely documentation and labeling for all service and RMA/warranty cases, consistent with OEM and client requirements
• Lead, coach, and develop technicians, service coordinators, and support staff at the CEC
• Plan workforce capacity and scheduling to match service volume and SLA demands
• Conduct performance reviews, manage disciplinary matters, and drive a culture of accountability and continuous improvement
• Prepare and present regular performance reports and business reviews to the client and internal management
• Proactively identify and elevate service risks, resource constraints, or systemic issues before they impact SLA performance
• Ensure all service processes comply with client, OEM, and regulatory requirements

About us

PT. R-Logic Technology Indonesia is a subsidiary of R-Logic International Pte Ltd, with sites across Malaysia, Singapore, China, India and Indonesia. R-Logic delivers end-to-end reverse logistics solutions with comprehensive linkages to customers, technology and OEMs. Our front-end solutions include customer interfacing, customer call management and technical support centres. Our regional set up allows OEMs to reach every valuable customer across Asia Pacific - from the far reaches of South East Asia to the most concentrated metropolitan cities. At the back end, our services cover Defective Inventory Management, Supply Management and Repairs.

PT. Rlogic Technology Indonesia is one of the subsidiary of R-Logic International Pte Ltd with site across: Malaysia, Singapore, China, India and Indonesia.R-Logic delivers end-to-end reverse logistic solutions with comprehensive linkages to customer, technology and OEM

Our front end solutions include customer interfacing, customer call management and technical support center. Our regional set up allows OEM to reach out to every valuable customer across the Asia Pacific from every part of far reach SEA country to every highly concentrated metropolitan city.At back end our services cover Defective Inventory Management, Supply Management and Repairs. We offer OEM workmanship on component-level repairs and technical link capability to OEMs

Our clean room facilities enable us to perform in-depth repairs covering all spectrum of precision products. Over the years, R-Logic rapidly draws respectable global OEM/ODM to its services for its proven values that it consistently provides PT. Rlogic Technology Indonesia required for view

PT. Rlogic Technology Indonesia is one of the subsidiary of R-Logic International Pte Ltd with site across: Malaysia, Singapore, China, India and Indonesia.R-Logic delivers end-to-end reverse logistic solutions with comprehensive linkages to customer, technology and OEM

Our front end solutions include customer interfacing, customer call management and technical support center. Our regional set up allows OEM to reach out to every valuable customer across the Asia Pacific from every part of far reach SEA country to every highly concentrated metropolitan city.At back end our services cover Defective Inventory Management, Supply Management and Repairs. We offer OEM workmanship on component-level repairs and technical link capability to OEMs

Our clean room facilities enable us to perform in-depth repairs covering all spectrum of precision products. Over the years, R-Logic rapidly draws respectable global OEM/ODM to its services for its proven values that it consistently provides PT. Rlogic Technology Indonesia required for view