ECSO (Assistant Service Manager)

URGENT HIRING......PREFER CHINESE CANDIDATES for our Toyota Dealership

Key Responsibilities

1. Customer Service Operations & Service Recovery

• CSI Champion: Monitor Customer Satisfaction Index (CSI) scores and implement standard operational actions to elevate customer retention and brand loyalty.
• Escalation Resolution: Actively take over complex customer complaints, dispute resolutions, and technical explanations from frontline Service Advisors (SAs) to ensure swift service recovery.
• Frontline Quality Control: Supervise the customer reception area, ensuring professional service intake, clear communication of parts pricing, and realistic vehicle collection estimates.

2. Workshop Operations & Workflow Management

• Throughput Optimization: Oversee the workshop's daily scheduling, job allocations, and line-ups to minimize idle time and maximize technician efficiency.
• Standard Operating Procedures (SOPs): Audit and enforce strict alignment with Toyota’s Service SOPs, ensuring that job cards are properly updated in the Dealer Management System (DMS).
• 5S & Safety Enforcement: Conduct daily briefings and walk-throughs to ensure the service bays, equipment, and customer waiting lounges strictly mirror Toyota’s high safety and cleanliness benchmarks.

3. Spare Parts & Financial Oversight

• Inventory Liaison: Collaborate with the parts department to monitor inventory stock levels for fast-moving items, oils, and specialized service accessories to reduce repair delays.
• Cost Controls & Budgeting: Assist in tracking operational costs (such as shop materials and paint consumption) and review monthly financial revenue targets alongside the MCSO.

Job Requirements

• Education:
• Diploma or Bachelor’s Degree in Automotive Engineering, Mechanical Engineering, Business Administration, or an equivalent field.
• Experience:
• A minimum of 3 to 5 years of hands-on experience in automotive general service operations.
• At least 2 years of supervisory experience as a Senior Service Advisor, Controller, or Team Leader within an authorized service network (prior exposure to Toyota or Japanese brand networks is highly valued).
• Core Skills:
• Proficient in Dealer Management Systems (DMS) and Microsoft Office Suite.
• Deep understanding of automotive mechanics, basic warranty administration, and customer service metrics.
• Language Proficiency:
• Excellent command of business-level English, Bahasa Malaysia.
• Highly Preferred: Fluency in Mandarin or local Chinese dialects (such as Cantonese or Hokkien) to easily navigate communications with local high-volume client segments.
• Licensing:
• Must possess a valid Malaysian D-class driving license.
• Age below 55 yrs and willing to work in Kepong and Old Klang Road area.
• with own transport

Pay: RM5,000.00 - RM6,000.00 per month

Benefits:

• Free parking
• Opportunities for promotion
• Professional development

Education:

• Bachelor's (Required)

Experience:

• After-sales service: 3 years (Required)

Language:

• mandarin (Required)

License/Certification:

• D license (Preferred)

Work Location: In person