Muplihin Muplihin
Product Service Manager
SUMEDANG,WEST JAVA
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
28
28
years of professional experience
4
4
years of post-secondary education
Work History
Product Service Manager – AP ID ROL & Workshop Service
PT. Valmet Indonesia
06.2023
- Visit customers with sales team to support sales for ROL business, including participation in commercial discussions, seminars, and marketing actions
- Support sales for targets setting, budgets, product strategies, implementation plans
- Support cross-function sales, agreement business, actively promotes Valmet Shared Journey Forward
- Confirmed delivery timing towards customer, communication towards customer in problem situation
- Ensuring workshop services volume and market share development in region Ensuring customer satisfaction and claim management Ensuring competitive solution for customer need
- Supports technical team and customer service in quotation and delivery process
- Participate in project delivery process and customer claim handling
- Consolidating workshop financials to ROL region, reporting to SER/region, and following up performance
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Monitored team performance closely using analytics tools, identifying areas for improvement and implementing targeted coaching
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills
- Reduced production costs by negotiating favorable contracts with suppliers while maintaining stringent quality standards
- Assisted in organizing and overseeing assignments to drive operational excellence
- Collaborated with engineering teams to refine product designs for better manufacturability without sacrificing functionality or aesthetics
- Managed senior-level personnel working in marketing and sales capacities
- Conducted market research to identify emerging trends, adjusting product strategy accordingly for maximum impact on target audiences
- Launched quality assurance practices for each phase of development
- Defined clear targets and objectives and communicated to other team members
- Collaborated with receiving department to implement staging processes
- Introduced lean manufacturing principles into daily operations, eliminating waste and driving significant cost savings over time
- Identified and communicated customer needs to supply chain capacity and quality teams
- Streamlined and monitored quality programs to alleviate overdue compliance activities
- Transformed service department into a profit center by introducing value-added offerings, such as extended warranties and maintenance plans, that generated additional revenue streams
- Developed comprehensive training programs for service staff, enhancing technical skills and promoting excellent customer service
- Helped onboard, training and coach product service team members
- Built display products and promotional arrangements
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Optimized inventory management through data-driven analysis and forecasting, reducing stockouts and improving overall efficiency
- Fostered a culture of continuous learning by encouraging professional development opportunities and rewarding employees who demonstrated exceptional skills or leadership abilities
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets
- Developed detailed plans based on broad guidance and direction
- Purchased new inventory according to forecasted needs
- Set aggressive targets for employees to drive company success and strengthen motivation
- Improved product quality by implementing rigorous testing protocols and providing actionable feedback to development teams
- Established team priorities, maintained schedules and monitored performance
- Controlled resources and assets for department activities to comply with industry standards and government regulations
- Organized product support materials and brochures
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Researched competitive landscape thoroughly to inform pricing strategies that maximized profit margins while remaining attractive to potential buyers
- Successfully managed budgets and allocated resources to maximize productivity and profitability
- Oversaw successful product launches from initial concept through final release, coordinating efforts across multiple departments to ensure smooth execution
- Established strong relationships with key customers, increasing repeat business and generating valuable referrals
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Championed innovative solutions that addressed unmet customer needs, positioning our company as an industry leader in cutting-edge technology
- Increased sales revenue by launching targeted marketing campaigns, showcasing the unique value of our product offerings
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
- Expanded market share through strategic partnerships with complementary businesses, boosting brand visibility in new sectors
- Leveraged data and analytics to make informed decisions and drive business improvements
- Enhanced customer satisfaction by developing and implementing effective service strategies tailored to specific client needs
- Demonstrated creativity and resourcefulness through the development of innovative solutions
- Developed strong organizational and communication skills through coursework and volunteer activities
- Exercised leadership capabilities by successfully motivating and inspiring others
- Strengthened communication skills through regular interactions with others
- Proven ability to develop and implement creative solutions to complex problems
- Demonstrated respect, friendliness and willingness to help wherever needed
- Proven ability to learn quickly and adapt to new situations
- Gained strong leadership skills by managing projects from start to finish
- Provided professional services and support in a dynamic work environment
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- Passionate about learning and committed to continual improvement
- Cultivated interpersonal skills by building positive relationships with others
- Managed time efficiently in order to complete all tasks within deadlines
- Worked well in a team setting, providing support and guidance
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Paid attention to detail while completing assignments
- Worked effectively in fast-paced environments
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Developed strong communication and organizational skills through working on group projects
- Skilled at working independently and collaboratively in a team environment
Mill Sales Manager – East Java, Indonesia
PT. Valmet Indonesia
08.2022 - 05.2023
- Drive top-line growth, customer satisfaction, and increasing share of wallet at designated mills in East Java Area, Indonesia or any other assigned by superior
- Sales Orders booked responsibility for whole offering
- Promoting Valmet´s offering and solutions, special focus on agreement based business
- Identifying and documenting customer plans, needs and objectives and converting them into sales and development projects
- Knowing customer´s decision making and purchasing processes and guiding us through it Working as a main negotiator or as support in sales projects, depending on the product
- Agree the exact roles within the mill team and with the BU in question
- Guiding mill teams towards bundling and value adding solutions Keeping up to date with changes in the market situation and competitor activities Account Receivables follow up Account management Developing a trusted advisor relationship with key customer stakeholders, working as lead point of contact for all matters Keeping up to date with customer´s strategy and objectives, organization and people Expanding scope on existing customers and paving the way for whole offering (contracts, standards etc.) Coordinating and leading of activities in the client interface, including communication with the customer, visits, product promotion, sales and success of delivery Collecting and following customer feedback and satisfaction Assisting with high severity requests or issue escalations as needed Handling of claims Perform according to Quality, Health, Safety, Environmental and other company’s management system, policies, practices, and instructions.
Regional Sales & Service Manager QualiFlex - Indonesia
PT. Voith Paper Rolls Indonesia
10.2019 - 05.2022
- Develops technical and market expertise on products and applications, using this knowledge to provide pre and post‑sales support for key accounts
- Accurately forecasts Orders and Sales bookings on a monthly basis
- Prepares & conducts sales presentations, addressing all relevant customers
- Demonstrates technical equipment, providing customers with technical pre sales support
- Identifies opportunities in existing and new accounts
- Develops strong individual working relationships with customers, gaining in‑depth knowledge of customer needs
- Develops & maintains in‑depth expertise of key applications in key customers
- Provides management with continuous market intelligence through monthly reports, observations of customer needs and competitive activities
- Recommends actions needed to improve market share in the region
- Supports as customers advocate in providing after sale service for support of any issues.
Product Manager Doctor Blade & Wet-End Roll Covers - Asia Pacific
PT. Voith Paper Rolls Indonesia
08.2017 - 09.2019
- Uncover and understand customer needs and translate them into requirements
- Ability to work well with internal teams, including R&D, application, manufacturing/production and sales
- Ensure requirements are fully understood and that implementation plans match expectations
- Understand, research, and follow technical trends in the pulp & paper industry
- Follow competitors and conduct capability analysis regularly
- Provide internal and customer training on how to use the product
- Answer incoming questions about the product and its capabilities
- Assess and address technical risks
- Use database queries to analyze performance indicators & evaluate experiments
- Define success criteria for testing and product acceptance
- Facilitate the creation and maintenance of proper product documentation
- Provides management with continuous market intelligence through monthly reports, observations of customer needs and competitive activities.
Technical Manager Doctor Blades - Asia
PT. Voith Paper Rolls Indonesia
03.2010 - 07.2017
- Define key selling strategies of Blades within the region, supporting our embedded sales along with technically supporting Blades business through out the Asia region
- Identify the Asian market requirements for Blades and drive the development of product portfolio to cover these needs
- Ensure that all activities within Blade business are supporting the profit targets and at the same time delivering the values to the customers
- Develop Skyline Business Market in Asia region; Plan & Manage Skyline Business Strategies
- Coordinate with Sales team and support them to meet Sales Targets
- Build up Blades application competence/ service team according to our business growth plan
- Support Blades products promotion
- Establishes objectives & action plans for the territory, maintaining up‑to‑date customer databases.
Sales & Application Manager of Consumables Product - Indonesia
PT. Paper Generation Mandiri
01.2004 - 02.2010
- Develops technical and market expertise on products and applications, using this knowledge to provide pre and post‑sales support for key accounts
- Scope of products: BTG DUROBLADE ‑ COATING, CREPING, Rod & Rod Bed; Joh
- CLOUTH ‑ Doctor Blade & Doctor Holder; Projects case by case involvement: BVG Project ‑ Starch Cooker and UMV Project ‑ Coater Machine Rebuild
- Accurately forecasts Orders and Sales bookings on a monthly basis
- Prepares & conducts sales presentations, addressing all relevant customers
- Identifies opportunities in existing and new accounts
- Develops strong individual working relationships with customers, gaining in‑depth knowledge of customer needs
- Supports as customerʼs advocate in providing after sale troubleshooting for support of any issues.
Supervisor Non-Shift - Paper Machine 9
PT. Surabaya Agung Industri Pulp & Kertas Tbk
01.2002 - 12.2003
- Monitor production issues to ensure targets are met & quality issues solved
- Organize workflow and ensure that employees understand their duties or delegated tasks
- Monitor employee productivity and provide constructive feedback and coaching
- Pass on information from upper management to employees and vice versa
- Prepare and submit performance reports.
Supervisor of Cast Coater - Paper Machine 8 & 9
PT. Pindo Deli Pulp & Paper Mills
05.1998 - 09.2000
- Followed project of cast coater (7 machines of Cast Coated) from unwinder, coaters heads station and winder started from erection, installation, commissioning and start up
- Liaise with operators, line leaders & other supporting departments to carry out production operations & projects
- Monitor & coordinate machines installation setup
- Monitor production issues to ensure targets are met & quality issues solved
- Maintain timekeeping and personnel records
- Pass on information from upper management to employees and vice versa.
Supervisor of Off Machine Coater - Paper Machine 10
PT. Pabrik Kertas Tjiwi Kimia Tbk
09.1995 - 04.1998
- Followed project off machine coater (OMC) from re‑reeler, unwinder, coaters heads station and pope reel started from erection, installation, commissioning and start up
- Liaise with operators, line leaders & other supporting departments to carry out production operations & projects
- Monitor & coordinate machines installation setup
- Monitor production issues to ensure targets are met & quality issues solved
- Maintain timekeeping and personnel records
- Prepare and submit performance reports
- Pass on information from upper management to employees and vice versa
- Prepare and submit performance reports.
Education
Bachelor Degree - Academy of Pulp & Paper Technology
ATPK - Bandung
Bandung, West Java 06.1991 - 05.1995
On Job Training - Process of Paper Production
06.1994 - 05.1994
Joh. CLOUTH Doctor Blades, Holder & System Accessories - Training by Joh. CLOUTH
Jakarta, Indonesia 04.2004 - 05.2004
BTG‑DUROBLADE: Coating, Creping, Sizing ‑ Process & Application - Training in BTG‑DB ECLEPENS
09.2005 - 05.2005
PROTEC Training: Basic Voith Paper Fabric & Roll System product knowledge - Kunshan, China
05.2010 - 05.2010
PROTEC Training: Advance Voith Paper Fabric & Roll System product knowledge - Kunshan, China
10.2010 - 05.2010
VOITH PAPER Orientation & Product Training ‑ Roll Covers & Doctor Blades - Wimpassing, Austria and Paper Machine Clothing & Paper Machine
Heidenheim, German 01.2011 - 04.2011
Skills
Computer knowledge (Microsoft Office, Data Base)
undefinedResume Objective
I am 50 years old, married with 2 child and was graduated from Pulp & Paper Technology Academy in Bandung, Indonesia. I have more than 25 years working experience in pulp and paper Industry. And currently I am working at PT. Valmet Indonesia for almost 2 years with several positions and my last position as Product Service Manager – AP ID ROL till now.
Personal Information
- Place of Birth: Bandung
- Date of Birth: 02/12/73
- Gender: Male
- Nationality: Indonesia
- Marital Status: Married
Timeline
Product Service Manager – AP ID ROL & Workshop Service
PT. Valmet Indonesia
06.2023
Mill Sales Manager – East Java, Indonesia
PT. Valmet Indonesia
08.2022 - 05.2023
Regional Sales & Service Manager QualiFlex - Indonesia
PT. Voith Paper Rolls Indonesia
10.2019 - 05.2022
Product Manager Doctor Blade & Wet-End Roll Covers - Asia Pacific
PT. Voith Paper Rolls Indonesia
08.2017 - 09.2019
VOITH PAPER Orientation & Product Training ‑ Roll Covers & Doctor Blades - Wimpassing, Austria and Paper Machine Clothing & Paper Machine
01.2011 - 04.2011
PROTEC Training: Advance Voith Paper Fabric & Roll System product knowledge - Kunshan, China
10.2010 - 05.2010
PROTEC Training: Basic Voith Paper Fabric & Roll System product knowledge - Kunshan, China
05.2010 - 05.2010
Technical Manager Doctor Blades - Asia
PT. Voith Paper Rolls Indonesia
03.2010 - 07.2017
BTG‑DUROBLADE: Coating, Creping, Sizing ‑ Process & Application - Training in BTG‑DB ECLEPENS
09.2005 - 05.2005
Joh. CLOUTH Doctor Blades, Holder & System Accessories - Training by Joh. CLOUTH
04.2004 - 05.2004
Sales & Application Manager of Consumables Product - Indonesia
PT. Paper Generation Mandiri
01.2004 - 02.2010
Supervisor Non-Shift - Paper Machine 9
PT. Surabaya Agung Industri Pulp & Kertas Tbk
01.2002 - 12.2003
Supervisor of Cast Coater - Paper Machine 8 & 9
PT. Pindo Deli Pulp & Paper Mills
05.1998 - 09.2000
Supervisor of Off Machine Coater - Paper Machine 10
PT. Pabrik Kertas Tjiwi Kimia Tbk
09.1995 - 04.1998
On Job Training - Process of Paper Production
06.1994 - 05.1994
Bachelor Degree - Academy of Pulp & Paper Technology
ATPK - Bandung
06.1991 - 05.1995
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