Total 11 Customer Service job vacancies in pondok ranji ciputat timur kota tangerang selatan banten indonesia

Deskripsi Pekerjaan:

• Memberikan dukungan teknis & edukasi ke karyawan internal di semua departemen dalam penyelesaian masalah hardware dan software.
• Melakukan instalasi & konfigurasi perangkat baru seperti komputer, server, router, access point, serta perangkat lainnya sesuai dengan prosedur dan peraturan perusahaan.
• Melakukan langkah-langkah perlindungan sistem dan pencegahan ancaman keamanan dari virus maupun malware, serta memastikan kegiatan back-up data dilakukan secara berkala.
• Melakukan proses dokumentasi rutin terkait kegiatan perbaikan yang sudah dilakukan untuk proses pelaporan dan pertanggungjawaban ke pihak Manajemen perusahaan.

1. Leadership & Mentorship:

• Lead and mentor a team of field service engineers, providing guidance on technical issues, best practices, and professional development.
• Serve as a technical escalation point for high-priority customer issues that cannot be resolved at lower levels.
• Coordinate and oversee complex installations and repairs, ensuring resources and teams are aligned to meet customer requirements and timelines.
• Ensure that all field engineers maintain high standards of service, customer interaction, and technical execution.

2. Advanced Installation & System Integration:

• Lead the installation of advanced systems and equipment, often involving complex integration with customer infrastructure, ensuring adherence to engineering specifications and quality standards.
• Collaborate with internal teams (e.g., PM, sales, onboarding team) to develop customised solutions for high-end or complex customer requirements.
• Ensure the proper configuration, calibration, and operational readiness of systems upon installation or upgrade.

3. Troubleshooting & Problem Resolution:

• Provide expert-level diagnostics and troubleshooting for critical or highly technical equipment failures, often requiring the use of diagnostic tools, Rpa or Ticketing system-based data, and AI-powered platforms.
• Manage and resolve escalated customer issues, ensuring minimal downtime and high customer satisfaction.
• Use data analytics, predictive maintenance tools and to identify underlying causes of recurring issues and address them proactively.

4. Proactive Maintenance & Performance Optimization:

• Lead predictive maintenance programs by analysing data to anticipate and prevent equipment failures before they occur.
• Work closely with customers to develop and execute proactive service plans, ensuring systems and equipment are continually optimised for peak performance.
• Conduct site surveys and audits to assess equipment conditions, making recommendations for upgrades, repairs, or improvements that enhance system longevity and customer ROI.

5. Remote Support & Digital Tools Integration:

• Use remote monitoring tools, Omnichannel app. and AI-based generated video to diagnostics and provide real-time assistance to team and/or customers, reducing the need for on-site visits.
• Ensure that the service data captured is used to create actionable insights for both field service operations and customer satisfaction.
• Assist in the integration of digital tools into daily operations, ensuring that engineers are using platforms like digital tools, ticketing systems, mobile apps, omnichannel, and diagnostic tools effectively.

6. Customer Engagement & Relationship Management:

• Establish and maintain strong relationships with key customers, acting as a trusted advisor for technical solutions and system optimization.
• Ensure customers are satisfied with service delivery by managing expectations and communicating progress throughout installations, repairs, or service events.
• Provide technical recommendations for equipment upgrades, system expansions, or new developed technologies that can help customers meet their business goals.

7. Process Improvement & Knowledge Sharing:

• Collaborate with internal teams to continuously improve service delivery processes, ensuring maximum efficiency, cost-effectiveness, and customer satisfaction.
• Lead post-service reviews to assess the success of service engagements, gather feedback, and identify opportunities for improvement.
• Contribute to the development of knowledge bases and standard operating procedures (SOPs) to improve consistency and accuracy in service delivery.

8. Health, Safety, and Compliance:

• Ensure that all field service activities comply with company policies, industry regulations, and safety standards
• Lead risk assessments for complex installations or repairs to ensure safe working conditions for both field engineers and customers.
• Promote a culture of safety within the field service team, ensuring that safety training and practices are continually reinforced.

9. Reporting & Documentation:

• Maintain accurate and timely records of all service visits, including technical issues, resolutions, parts used, and time spent.
• Provide detailed technical reports and service updates to management, including root cause analyses, maintenance schedules, and future service needs.
• Analyze service data to identify trends, potential service gaps, or opportunities for improvement in the field service operation.

Additional Skills:

Project management skills, including the ability to manage multiple priorities and ensure projects are completed on time and within budget.

Job Description:

• Analysing, diagnosing, and installation to several areas including desktop hardware, operating systems (Windows 7/8/10), application software, network connectivity, databases, printers, scanners, and any related problems

• Maintaining all updates and security patches for applications and operating systems

• Notebook hardware troubleshoot, such as RAM, Hard disk, VGA.

• Updates and closures of trouble tickets and service requests from user

• Maintain communication with end-user and created report to team leader/SPV.

• Receiving order from customer
• Process the order from customer though manual/VIPS/SIPS/TRIM/D2Comm
• Confirm delivery schedule to customer
• Monitoring order status on production
• Arrange delivery/shipment
• Update delivery/shipment status to customer
• Process any complain from customer relating the order process

• Drive revenue growth across Bosch Home Experience Centres in Indonesia, currently 4 locations, with plans to expand.
• Ensure each Experience Centre operates as a premium showroom where Kitchen Retail partners can send customers for product demonstrations and consultations.
• Collaborate with Kitchen Retailers to facilitate seamless customer journeys, ensuring customers can make informed choices at the Experience Centres and complete their purchases.
• Monitor performance metrics and sales data, providing regular reports on revenue targets and improvement areas.
• Lead the expansion of Bosch Home Experience Centres across Indonesia, growing from 4 to 30 locations within three years.
• Identify and secure partnerships with new and existing partners to support the hub-and-spoke model for retail outreach.
• Oversee all operational aspects of new centre openings, including site selection, partner onboarding, and staff training.
• Develop and implement customer engagement strategies to enhance the in-store experience, making the Bosch Home Experience Centres a destination for immersive product exploration.
• Work closely with the marketing team to execute product demonstrations, events, and interactive sessions for potential customers and retail partners.
• Gather customer feedback from the Experience Centres and share insights with product, marketing, and retail teams to improve the overall Bosch customer experience.
• Serve as the primary point of contact for Experience Centre partners, building and maintaining strong relationships to ensure mutual success.
• Collaborate with cross-functional teams to ensure a consistent brand message and customer experience across all Experience Centres.

Deskripsi Pekerjaan :

• Mencatat, menyampaikan dan menangani permasalahan yang berhubungan dengan teknis baik yang datang dari internal maupun eksternal.
• Melakukan review dan analisa permasalahan yang timbul di pelanggan.
• Melakukan update data teknis customer.
• Monitoring link upstream dan backbone POP.

Melakukan pemeliharaan Komputer, jaringan, dan telephone agar berjalan dengan baik

• Design and implement customized CCTV systems based on client requirements.
• Install, configure, and maintain CCTV cameras and related equipment.
• Conduct site surveys, assessments to determine optimal camera placement.
• Support and involve in proof of concept or demo during tender presales stage and project implementation stage, if required.
• Integrate CCTV systems with other security systems, such as access control and alarm system and Building Management System.
• Provide technical support and troubleshooting for clients' CCTV systems.
• Perform regular check partner and discuss about system maintenance and upgrades to ensure optimal performance.
• Document system designs, configurations, and maintenance records.
• Train clients/ partners on the operation and maintenance of their CCTV systems.
• Stay up-to-date with the latest advancements in CCTV technology.
• Collaborate with Partner engineers and technicians on projects as needed.
• Ensure compliance with industry standards and regulations.
• Provide excellent customer service and maintain positive client relationships.
• Responsible for the detailed system design, solution completeness and support in implementation of medium to large scale IT/ Engineering projects with high complexity and within budget to comply to specifications and meet customer’s requirements.
• Support and involve in proof of concept or demo during tender presales stage and project implementation stage, if required.

• Responsible as the first point of contact for issues raised by customers
• Troubleshoots issues regarding cloud environments
• Manage and monitor Cloud environments.
• Document issues and interactions with customers

• Providing IT Support for Bosch Indonesia users following IT Service Management processes
• Operation of End Client Devices (IT Fleet Management and Manage Print Services), including of support and troubleshooting for all Bosch Indonesia locations
• Supporting Bosch Indonesia colleagues in their role as Local IT Infrastructure Partner and Local Services Support roles.

• Supervise and provide feedback to the customer service team, ensuring smooth daily operations.
• Provide support to customer service staff when needed, assisting with complex tasks and resolving issues.
• Investigate and resolve customer complaints, ensuring consistently high levels of customer satisfaction.
• Effectively manage ticketing flow and coverage to ensure efficient handling of customer inquiries.
• Train team members on customer service best practices and company policies maintain high-quality service standards.
• Oversee the development and implementation of service policies, keeping both staff and customers informed.
• Maintain accurate documentation of customer service activities and compile performance reports.
• Collaborate with the Support team to ensure excellent service delivery and seamless coordination between teams.