Job description
Diesel Utama Indonesia, part of the Diesel One Group, is strengthening its service excellence in Samarinda and the broader East Kalimantan region. We specialize in diesel engine service, maintenance, and warranty management for commercial operators, industrial clients, and heavy equipment users. To support our growing operations, we are seeking a proactive Technical Support & Warranty Claim professional who can bridge the gap between customers, field technicians, and warranty partners. The successful candidate will play a critical role in resolving complex technical issues, streamlining warranty processing, and safeguarding customer trust.
In this role, you will act as the primary technical point of contact for customers seeking assistance with equipment performance, fault diagnosis, and warranty claim submission. You will collaborate with service technicians, parts teams, and external vendors to deliver timely, accurate solutions. You will also document all interactions, monitor claim progress, and provide clear updates to customers and internal stakeholders. We value analytical thinkers who can translate technical information into practical actions, maintain meticulous records, and identify opportunities to improve service delivery. This position offers a pathway to grow technical acumen, gain exposure to insurance claim workflows, and contribute to a high-performing regional service organization.
Join a dynamic team that upholds integrity, customer focus, and continuous improvement. If you are ready to contribute to our mission of delivering reliable diesel solutions and exceptional warranty support in Samarinda, apply today.
Responsibility
- Provide technical support to customers via phone, email, and on-site visits as needed to diagnose and resolve hardware and software issues.
- Process warranty claims accurately, verify eligibility, document incidents, and coordinate with repair centers and suppliers.
- Diagnose faults, perform root-cause analysis, and collaborate with engineering teams for effective solutions.
- Manage customer expectations by communicating timelines, progress updates, and potential service alternatives.
- Maintain detailed case records in the ticketing system, track progress, and generate periodic reports.
- Coordinate with Service, Parts, and Sales teams to ensure timely, high-quality service delivery.
- Escalate complex or high-priority issues to senior technical staff and warranty coordinators, ensuring proper follow-up.
Qualification
- Bachelor's degree in IT, Engineering, Computer Science, or related field (or equivalent experience).
- 1-3 years of technical support or warranty processing experience; familiarity with insurance claim processes is a plus.
- Strong troubleshooting and diagnostic skills across hardware and software platforms.
- Excellent communication in Indonesian and English; ability to translate technical information for non-technical customers.
- Detail-oriented with strong documentation, data entry, and process orientation.
- Proficiency with CRM/ticketing systems, ERP, and MS Office; ability to learn industry-specific software quickly.
- Customer-focused mindset with solid time management and prioritization abilities.