System Support Engineer

Support the effective use of factory systems by understanding production processes, assisting users, troubleshooting operational issues, and coordinating with the IT team. The role connects factory operations with technology to improve system reliability, data accuracy, and user adoption.

Job Description

- Provide day-to-day support to production and office users in operating factory systems.

- Understand production workflows and how systems support activities such as production tracking, quality control, inventory, and reporting.

- Investigate issues to determine whether they arise from operating procedures, data entry, equipment, connectivity, or application behavior.

- Troubleshoot basic problems involving computers, barcode scanners, RFID readers, label printers, and other production devices.

- Coordinate with developers, IT personnel, and vendors to resolve technical issues, providing clear descriptions and supporting evidence.

- Assist with system implementation, configuration, testing, and rollout on the factory floor.

- Train users and prepare practical instructions for system operation.

- Identify recurring problems and recommend improvements to workflows, system usage, and support procedures.

- Check production data for accuracy and completeness, and investigate discrepancies with the relevant departments.

- Document support requests, solutions, operating procedures, and improvement opportunities.

- Follow up on reported issues through resolution and confirm that users can resume normal operations.

Minimum Requirements

- Diploma or bachelor’s degree in Industrial Engineering, Manufacturing Engineering, Information Systems, or a related field; equivalent practical experience will also be considered.

- At least 1 year of experience in manufacturing operations, industrial engineering, production support, process improvement, or a similar role.

- Basic understanding of factory workflows and the importance of accurate production data.

- Comfortable using computers, Microsoft Excel, and digital applications.

- Strong practical problem-solving skills and ability to investigate issues systematically.

- Ability to communicate clearly with production operators, supervisors, and technical teams.

- Willingness and commitment to learn the company’s applications, connected equipment, and basic IT troubleshooting are mandatory.

- Ability to apply training, follow technical procedures, and progressively handle routine system support independently.

- Good communication skills in Bahasa Indonesia and willingness to develop the English reading skills needed for technical documentation.

- Willingness to work on-site in a factory environment and travel between company locations when required.