Service Analyst

PT Mastratech Indonesia
- Jakarta
- Full-Time

PT Mastratech Indonesia is seeking a detail-oriented and analytical Service Analyst to join our team in Jakarta.

In this role, you will be responsible for analyzing service performance, customer feedback, and product-related data to improve product quality, enhance customer satisfaction, and increase operational efficiency. You will act as a key liaison between customers and internal teams, including Product, Service, Sales, and Management, 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 to support strategic decision-making.

Qualifications

We are looking for candidates with the following 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 both independently and collaboratively across departments.

Join Our Team

If you are passionate about data analysis, service excellence, and continuous improvement, we would love to hear from you.

Please send your updated CV and supporting documents to:

Email:  This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Subject: Application – Service Analyst – Your Name

Join us and be part of our journey toward continuous growth and excellence.