This role requires the candidate to work in Mojokerto, Indonesia.
Client Overview
Our client is one of Indonesia's leading manufacturers of building materials, specializing in premium fiber-cement roofing products for residential, commercial, and industrial construction projects. With decades of manufacturing experience, the company has established a strong reputation for producing durable, high-quality roofing solutions supported by modern production facilities, disciplined manufacturing processes, and nationwide distribution networks.
Operating within a well-established construction materials group, the company continues to prioritize product quality, operational excellence, and customer satisfaction. Supported by comprehensive quality management systems and continuous process improvement initiatives, the organization offers an excellent opportunity for experienced quality professionals to contribute directly to maintaining product consistency, resolving customer concerns, and strengthening quality performance across its manufacturing operations.
Job Role
The QA & Customer Complaint Section Head will be responsible for leading outgoing quality assurance activities and managing the end-to-end customer complaint resolution process to ensure products consistently meet company quality standards and customer expectations. The role focuses on outgoing product inspections, quality management system implementation, root cause analysis, corrective actions, and cross-functional coordination to drive continuous quality improvement.
Working closely with production, warehouse, logistics, sales, and quality teams, the successful candidate will play a critical role in maintaining product quality, minimizing customer complaints, improving operational processes, and ensuring timely resolution of quality-related issues. This position is highly suitable for experienced manufacturing quality professionals with strong expertise in quality assurance systems, customer complaint management, and team leadership within building materials or related manufacturing industries.
Key Responsibilities
- Lead outgoing quality inspections to ensure finished products comply with company quality standards and customer specifications before shipment.
- Implement and monitor AQL sampling methods, inspection procedures, and outgoing quality control processes.
- Manage customer complaints related to product quality by conducting investigations, coordinating root cause analysis, and implementing corrective and preventive actions (CAPA).
- Collaborate closely with production, warehouse, logistics, and quality teams to resolve product quality issues and improve manufacturing processes.
- Maintain and continuously improve Quality Management Systems (QMS), including compliance with ISO 9001, ISO 14001, SPC, and other applicable quality standards.
- Prepare quality reports, complaint analyses, inspection records, and corrective action documentation for management review.
- Monitor quality performance indicators, identify recurring issues, and recommend continuous improvement initiatives to enhance product quality and customer satisfaction.
- Lead, coach, supervise, and develop the QA outgoing inspection and customer complaint team to ensure high performance and operational discipline.
- Support internal and external quality audits while ensuring compliance with company policies, regulatory requirements, and customer expectations.
- Build effective communication with customers by providing professional, timely, and solution-oriented responses to quality-related concerns.
Requirements
- Bachelor's degree in Mechanical Engineering, Industrial Engineering, or a related discipline. Strong Diploma (D3) candidates with extensive relevant experience are also encouraged to apply.
- Minimum 5 years of experience in Quality Assurance or Quality Control within manufacturing environments, including at least 2 years in a supervisory or team leadership position.
- Strong experience handling customer complaints, product investigations, and quality improvement initiatives within building materials, steel, metal, plastics, packaging, or related manufacturing industries.
- Solid knowledge of Quality Management Systems, including ISO 9001, ISO 14001, Statistical Process Control (SPC), and Acceptable Quality Level (AQL) methodologies.
- Proven experience conducting root cause analysis, corrective and preventive actions (CAPA), and quality problem-solving techniques.
- Strong understanding of outgoing quality inspection processes, product quality standards, and manufacturing quality control systems.
- Excellent analytical thinking, problem-solving capability, and attention to detail.
- Strong leadership skills with the ability to coach, motivate, and develop quality teams while fostering a culture of accountability and continuous improvement.
- Excellent communication, negotiation, and interpersonal skills with the ability to manage customer complaints professionally and diplomatically.
- High integrity, customer-oriented mindset, and the ability to remain calm and objective when handling quality escalations.
- Able to collaborate effectively across production, warehouse, logistics, sales, and other cross-functional teams.
- Professional English communication skills are required to support daily communication and understand technical documentation and quality terminology.
Job Code: #742 
