After Sales & Technical Support Lead (subsidiary)

About the job After Sales & Technical Support Lead (subsidiary) JOB PURPOSE The position will be responsible for managing an effective after-sales support system, including warranty claims, spare parts, breakdown response, technical support, customer complaints, technician/ workshop coordination, and principal/ OEM management.

The ideal candidate is not a pure technician or sales professional, but someone who combines technical understanding, after-sales management, customer handling, and principal/OEM coordination.



**key Responsibilities**

• Customer & Service Management
• Handle customer complaints and after-sales service requirements.
• Coordinate breakdown response, preventive maintenance, and corrective maintenance.
• Ensure customer issues are responded to and resolved within agreed timelines.
• Monitor service history and identify recurring technical problems.
• Warranty Management
• Manage the end-to-end warranty claim process, from initial diagnosis to closure.
• Prepare technical reports, photos, videos, and supporting documentation.
• Coordinate warranty approval with principals/ OEMs.
• Follow up and escalate warranty cases to ensure timely resolution.
• Assess whether issues fall under warranty, customer responsibility, or company goodwill
• Principal/ OEM Coordination
• Act as the main contact for technical and after-sales matters with Sinotruk, CIMC, HELI, RS & SL, and other principals.
• Escalate technical, warranty, and spare parts issues when required.
• Proactively coordinate with principals to obtain technical solutions, spare parts, and service support.
• Maintain effective working relationships with principal technical and service teams.
• Communicate with international principals in English when required.
• Spare Parts Management
• Coordinate parts identification and procurement.
• Monitor critical spare parts availability and lead times.
• Identify common and critical spare parts based on company's installed equipment base.
• Coordinate with Purchasing, Warehouse, and principals to minimize equipment downtime.
• Technician & Workshop Network
• Coordinate company technicians, customer technicians, external workshops, and third-party service providers.
• Develop an effective service support network.
• Monitor service quality and technician performance.
• Ensure technical issues are properly diagnosed, followed up, and resolved.
• After-Sales Development
• Develop structured after-sales workflows and reporting systems.
• Establish preventive maintenance schedules, breakdown reporting, warranty tracking, and service history records.
• Prepare regular after-sales performance reports for management.
• Develop service KPIs and SLAs for response and resolution times.
• Continuously improve after-sales processes and service quality.

Qualifications

• Bachelor's degree in Mechanical Engineering, Automotive Engineering, Electrical Engineering, any field with related experience.
• Approximately 5 years of experience in after-sales, service, technical support, or related functions.
• Preferably 3 years of experience in a Supervisor, Coordinator, or Lead position .
• Basic working proficiency in English and Chinese , particularly for communication with principals/ OEMs, distributors, and dealers.
• S trong experience in customer service and technical issue management.
• Able to coordinate technicians, workshops, suppliers, and external service providers.