Key Account Head

Service & Support Excellence / Key Account Aftersales specialist is responsible for ensuring product performance and unit productivity meet industry standards. This role focuses on analyzing aftersales performance, managing condition-based maintenance, and enhancing customer satisfaction through technical excellence and operational efficiency for our key mining accounts.

Qualification :

- Minimum D3 in Mechanical Engineering, Industrial Engineering, or Civil Engineering or related of this position.

- At least 8 years of proven experience in the Heavy Equipment industry (Mining sector preferred).

- Proficient in reading technical drawings and understanding heavy equipment operations

- In-depth knowledge of maintenance management and warranty flow.

- Strong problem-solving abilities, excellent coordination skills, and the ability to lead technical discussions with key stakeholders.

- Proficient in Microsoft Office, excellent communication skills, and a result-oriented mindset.

- Fluent in Bahasa Indonesia; English proficiency is a strong advantage.

Key Responsibilities:

• Performance Analysis:

Conduct in-depth analysis of aftersales performance indicators, including Physical Availability (PA) with a target, MTBF (Mean Time Between Failure), and MTTR (Mean Time To Repair).

• Maintenance Management (CBM):

Oversee Condition Based Maintenance (CBM) programs, including PAP, UIP, and MIP, and monitor telematics data (Caretrack/Matrix) to ensure timely maintenance execution.

• Operational Excellence:

Develop aftersales improvement strategies and monitor unit utilization to ensure maximum productivity for the customers.

• Customer Relationship & Review:

Lead regular Performance Reviews (VSC) with key customers, providing technical recommendations and updates on unit performance to maintain a high brand image.

• Financial Control:

Manage Cost Comprehensive Effectiveness (CCE) and ensure efficient spare parts management to avoid overstock or surcharges.

• Field Coordination: Collaborate with the Aftersales team to resolve technical issues and manage backlog/overhaul projects effectively.