Job description for Service Analyst at PT Mastratech Inonesia
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.
