Job Description

This role requires the candidate to work in Mojokerto, East Java, Indonesia.

Client Overview

Our client is one of Indonesia's leading manufacturers in the building materials industry, specializing in the production of high-quality fiber-cement roofing products and construction materials for residential, commercial, and industrial applications.

With more than four decades of manufacturing experience, the company has established a strong reputation for delivering durable building products through disciplined manufacturing processes, strict quality control systems, and an extensive nationwide distribution network. The organization operates large-scale manufacturing facilities in East Java and continues to strengthen its operational excellence by maintaining high standards of product quality, manufacturing efficiency, and customer satisfaction.

To support its commitment to continuous quality improvement and exceptional customer service, the company is seeking an experienced quality professional to oversee outgoing product quality, customer complaint management, and quality system implementation within its manufacturing operations.

Job Role

The QA & Customer Complaint Section Head will be responsible for leading outgoing quality assurance activities and managing customer complaint resolution throughout the manufacturing operation. This role focuses on ensuring finished products meet quality standards before shipment while driving effective investigation, corrective actions, and continuous improvement for customer-reported quality issues.

Working closely with Production, Warehouse, Logistics, and Quality teams, the successful candidate will oversee outgoing inspections, implement quality management systems, lead root cause analysis, supervise the quality team, and strengthen customer satisfaction through disciplined quality control practices.

Key Responsibilities

• 
  Lead outgoing quality inspections of finished products prior to shipment.
• 
  Ensure AQL sampling methods and outgoing inspection standards are consistently implemented.
• 
  Verify finished products comply with internal quality specifications and customer requirements.
• 
  Manage customer complaints by conducting investigations, root cause analysis, and corrective actions.
• 
  Coordinate closely with Production, QA, Warehouse, and Logistics teams to resolve quality issues.
• 
  Maintain and improve Quality Management Systems (QMS), including ISO 9001, ISO 14001, SPC, and quality documentation.
• 
  Monitor quality performance indicators and recommend continuous improvement initiatives.
• 
  Lead, supervise, coach, and develop the Outgoing Quality & Customer Complaint team.
• 
  Prepare quality reports, complaint analyses, corrective action reports, and management updates.
• 
  Maintain effective communication with internal stakeholders and ensure timely resolution of customer concerns.

Requirements

• 
  Bachelor's Degree in Mechanical Engineering, Industrial Engineering, or other related engineering disciplines.
• 
  Diploma (D3) graduates with strong relevant manufacturing experience may also be considered.
• 
  Minimum 5 years of Quality Assurance or Quality Control experience within manufacturing industries.
• 
  Minimum 2 years of supervisory or team leadership experience.
• 
  Strong experience handling customer complaints related to manufacturing products.
• 
  Experience within building materials, construction materials, steel, metal, plastic, packaging, or similar manufacturing industries is highly preferred.
• 
  Strong knowledge of:
  • 
    ISO 9001
  • 
    ISO 14001
  • 
    Statistical Process Control (SPC)
  • 
    AQL Sampling Methods & Inspection Levels
  • 
    Root Cause Analysis and Corrective & Preventive Actions (CAPA)
• 
  Excellent analytical, problem-solving, and decision-making abilities.
• 
  Strong communication, stakeholder management, and interpersonal skills.
• 
  High integrity, accountability, and customer-oriented mindset.
• 
  Able to lead teams while collaborating effectively across multiple departments.
• 
  Professional working proficiency in English for technical communication and documentation.

Job Code: #742