Customer and Technical Support Specialist

Customer and Technical Support Specialist Contributing to the improvement of the quality of life for the Indonesian people with innovative pharmaceuticals and bio solutions.

PT Daewoong Pharmaceutical Indonesia (DPI) is a subsidiary of Daewoong Pharmaceutical, a global healthcare company committed to improving quality of life through innovative medicines and advanced healthcare solutions. In Indonesia, DPI focuses on the development and manufacturing of chemical pharmaceuticals, bio-based therapies, and functional healthcare products. Supported by Daewoong’s global technology and strong R&D capabilities, DPI operates an integrated pharmaceutical system covering research, manufacturing, quality assurance, and commercialization. Through collaboration with leading Indonesian universities and continuous expansion of its production capabilities, DPI aims to deliver high-quality, innovative, and reliable pharmaceutical products to support the healthcare industry and improve patient outcomes across Indonesia.

Team Introduction The Chemical Pharmaceutical Team at PT Daewoong Pharmaceutical Indonesia is responsible for supporting the development, commercialization, and market growth of the company’s chemical drug portfolio in Indonesia. The team collaborates closely with cross‑functional departments such as R&D, regulatory affairs, manufacturing, quality, and marketing to ensure products are developed, registered, and delivered in accordance with regulatory standards and market needs. Through strong scientific knowledge and coordination across teams, the department plays an important role in ensuring the successful introduction and lifecycle management of pharmaceutical products.

We are seeking a Customer & Technical Support Specialist to provide frontline support for diabetes‑related medical devices (CGM systems, personal blood glucose monitors, etc.). This role supports a complex customer base including end‑users (consumers) and medical partners (hospitals/clinics, nurses, staff). The specialist ensures safe and consistent product use by responding to inquiries, resolving basic technical issues, and managing after‑sales processes.

Your Role in this Journey Multi‑channel Support: Respond to inquiries from consumers and medical users via phone, email, and online channels, ensuring clear communication tailored to the customer type.

Product Guidance & Troubleshooting: Provide guidance on device usage (sensor attachment, data checking, etc.) and resolve common issues such as pairing/connectivity, data display errors, and sensor recognition problems.

Claims & After‑Sales Support: Process claims related to defects and performance, and coordinate exchange, replacement, and warranty processes according to internal policies and consumer dispute standards.

Case Documentation: Record customer interactions, technical logs, and claim details in the service/CRM system; track recurring issues and elevate when necessary.

Clinical & Technical Service: Perform pre‑delivery inspections and precision calibrations at hospitals/clinics to meet regulatory and quality standards.

Cross‑functional Collaboration: Share Voice of Customer (VOC) insights with Sales, Product, Marketing, and Quality teams to improve user experience and support materials (FAQs, scripts, guides).

Who We’re Excited to Meet Minimum of 3 years experience in customer service, call center operations, technical support, or medical/medical device support.

Strong customer‑centric communication skills to interact with both consumers and medical professionals.

Proficient in documentation, case management, and basic Office tools.

Preferred Experience with diabetes care products (CGM, blood glucose monitors, diagnostic sensors).

Medical certifications or training (e.g., Nurse, Clinical Pathologist).

Experience in hospital/clinic user support or B2C/B2H mixed customer response.

Vision We will provide intensive CGM training to develop technical expertise for resolving complex clinical and device issues.

We will build medical communication skills to provide professional support for patients and healthcare providers.

We will mentor the employee to transform support data into strategic insights for future operational leadership.

Recruitment Details Our Commitment at Daewoong [Top Treatment & Performance‑based Incentive] Top‑tier salary structure

Performance‑based incentive system: Rewards based on achievements, with promotions tied to skills and competencies.

Provide incentives based on product sales

[A Growth Platform for Your Career Growth] Exposure to the entire drug development and lifecycle process

Opportunity to collaborate with cross‑functional global teams (medical clinical, regulatory, commercial)

Direct involvement in scientific strategy and decision‑making

Experience in stakeholder engagement with Key Opinion Leaders, researchers, and regulatory bodies

Development of medical writing and scientific communication expertise

Hands‑on contribution to clinical trial design, data interpretation, and publications

Growth in pharmacovigilance and drug safety knowledge

Building leadership skills through project ownership and cross‑team collaboration

Access to continuous medical education, trainings, and global learning resources

Clear career path towards senior medical affairs, clinical leadership, or regional/global roles

[Opportunity for Global Stage Experience] Korea trip support for top performers

Provision of opportunities to work in Korea for outstanding talents

Great Workplace, Daewoong Group Daewoong Group is a major global healthcare leader from Korea, operating in diverse fields including pharmaceuticals, biotechnology, medical devices, and health supplements. With a presence in over 100 countries and a network of 8 branches across Asia and the U.S., Daewoong drives innovation through 5 worldwide R&D centers and partners with more than 100 companies globally.

In Indonesia, Daewoong employs over 360 talented professionals working across multiple locations including Jakarta, Bali, Bekasi, and Surabaya. We are committed to expanding our business further while considering Indonesia a trusted partner growing together. Daewoong actively invests in talent development and contributes to local communities through various CSR initiatives focused on education, health, and social welfare.

By joining Daewoong, you become part of a company with the scale, vision, and resources to empower your career and make a global impact in healthcare.

Global Presence Founded in 1945, a global healthcare leader

Top in overseas subsiGlodiaries among Korean pharma

8 Branch Operations in Asia & U.S.

5 R&D Centers Worldwide

100+ Partners Worldwide

No.1 pharmaceutical company in Korea

Over 4,500 employees in Korea

100+ Indonesian Talents Working in Korea

360+ Employees in Daewoong Indonesia

Celebrating Our Journey Award by the Indonesian Government (2022)

Best Workplace in Korea (2022)

Recognition for Women‑Friendly Corporate

Culture & Diversity Management Award (2022)

Global Pharmaceutical R&D Innovation Award (2021)

Meet Our Inspiring People Trust + Autonomy = Growth | My Journey to GM in 3 Years

From Analyst to GM in 3 Years Here’s How I Did It

The Trust That Let Me Work My Way And Grow Faster

A Company That Rewards You for What You Actually Do

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