Microsoft Office
ERICK ERRIAWAN
Director Of Customer Care
Bandung
Summary
Experienced Technical Service Manager bringing 5 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
26
26
years of professional experience
4
4
years of post-secondary education
11
11
Certifications
Work History
Senior Technical Service Manager SEAP
Sidel SEAP
1 2019 - Current
- Collaborated with cross-functional teams to identify areas of improvement in the customer journey and implemented targeted solutions.
- Established performance metrics for the service team, driving accountability and consistent service delivery.
- Analyzed customer feedback surveys to identify trends and implement data-driven improvements across the organization.
- Managed escalated complaints efficiently, ensuring timely resolutions and maintaining positive client relationships.
- Nurtured strong relationships with key clients, regularly meeting to discuss their needs and gather valuable feedback.
- Enhanced customer satisfaction by implementing effective customer care strategies and streamlining communication channels.
- Reduced response times by optimizing workforce scheduling and utilizing advanced call routing techniques.
- Conducted regular team meetings to review performance indicators, address challenges, and celebrate successes.
- Evaluated interactions between associates and customers to assess personnel performance.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Took ownership of customers issues to follow problems through to resolution.
- Established team priorities, maintained schedules and monitored performance.
Site Installation and Commissioning Manager
Sidel SEAP
03.2008 - 12.2018
- Coordinated all aspects of installations including labor allocation, material procurement, permitting approvals, site preparation work.
- Managed installation schedules proactively to avoid delays and reduce downtime for clients.
- Devised innovative solutions for complex installation challenges, resulting in successful project outcomes.
- Managed a team of technicians, providing guidance and support to ensure high-quality workmanship.
- Coordinated with vendors and suppliers to ensure seamless delivery of materials and equipment for installations.
- Collaborated with sales teams to develop competitive quotes for prospective clients, leading to increased revenue generation opportunities.
- Maintained detailed records of completed installations for future reference or troubleshooting needs as well as warranty purposes.
- Enhanced customer satisfaction by efficiently managing installation projects and ensuring timely completion.
- Conducted regular progress meetings with team members to track performance against project milestones.
- Implemented safety protocols for all installation projects, reducing workplace accidents and injuries.
- Directed teams in installation, testing, start-up and system commissioning tasks.
- Managed budgets effectively, allocating resources strategically to maximize efficiency and achieve cost savings where possible.
- Coordinated equipment testing schedules, ensuring timely completion without compromising quality or safety standards.
- Improved communication between stakeholders by establishing clear lines of responsibility throughout the commissioning process.
- Reduced project delays by proactively identifying and resolving issues during the commissioning phase.
- Developed comprehensive commissioning plans, ensuring successful execution and project handover.
- Monitored key metrics of commissioning team to meet performance expectations.
- Managed safety, process and documentation, installation quality, proprietary software and products.
Key Account Manager
SIG Combibloc SEAP
01.2004 - 11.2007
- Negotiated contract renewals with existing clients, securing long-term commitment and fostering ongoing collaboration.
- Presented accurate sales forecasts based on detailed analysis of market trends, ensuring optimal resource allocation for maximum results.
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
- Implemented strategic sales plans to achieve consistent revenue growth across key accounts.
- Proactively identified potential issues within key accounts, taking corrective action to prevent loss of business or dissatisfaction.
- Delivered exceptional customer service by resolving client concerns quickly and efficiently.
- Analyzed market trends, identifying opportunities for expanding product offerings within key accounts.
- Increased overall efficiency while reducing operational costs through continuous evaluation and adjustment of key account management strategies.
- Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
- Monitored competitor activity within the industry, adjusting strategies accordingly to maintain a competitive edge in key accounts management.
- Analyzed key competitors to respond to competitive threats.
- Monitored service after sale and implemented quick and effective problem resolutions.
Technical Support Manager
Marchessini Indonesia
01.1999 - 12.2003
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Ensured consistent service delivery by establishing quality control measures, including call monitoring and coaching sessions for staff members.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
- Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Coordinated with sales teams to provide pre-sales technical assistance for potential clients.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
Education
Bachelor of Science - Electrical, Electronics Engineering Technologies
Bandung Institute of Technology
Bandung, Indonesia 08.1993 - 05.1997
Skills
Mechanical engineering knowledge
Pneumatic Systems
Electrical Troubleshooting
Automation
Robotics
Ladder Logic Programming
Teamwork and Collaboration
Continuous Improvement
Technical Support
Customer Relations
Project Management
Control systems design
Cost Estimation
Equipment Installation
Electrical knowledge
MS Office
Installation planning
Asset Management
Pre-commissioning activities
Certification
02/2002, Marchessini Group, Bologna-Italy, Training Pharmaceutical Packaging Machine
Accomplishments
- Successfully completed the installation and commissioning job
- Successfully completed troubleshooting job both mechanical and electrical.
- Successfully completed maintaining production line efficiency for SIG Combibloc Aseptic Line.
- Success to resolve the issue on time
- Success to Overhaul packaging machine on time and reached the target.
- Success to manage Overhaul Stand alone equipments and Complete line.
- Success to resolve the issue on time Resolved equipment issue through service system.
Software
SIEMENS SIMATIC MANAGER
ROCKWELL AUTOMATION RSLogix
KUKA SOFTWARE
FANUC SOFTWARE
BnR SOFTWARE
SEW SOFTWARE
Languages
ENGLISH
ARABIC
INDONESIA
Timeline
Site Installation and Commissioning Manager
Sidel SEAP
03.2008 - 12.2018
Key Account Manager
SIG Combibloc SEAP
01.2004 - 11.2007
Technical Support Manager
Marchessini Indonesia
01.1999 - 12.2003
Bachelor of Science - Electrical, Electronics Engineering Technologies
Bandung Institute of Technology
08.1993 - 05.1997
Senior Technical Service Manager SEAP
Sidel SEAP
1 2019 - Current
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