Manager, Technical Field Support (After Sales)

Job descriptions:

1. Technical Field Support Leadership

• Lead and manage nationwide Technical Field Support (TFS) operations for the service network.
• Oversee daily technical support activities to ensure effective and timely resolution of field issues.
• Establish departmental KPIs and monitor team performance to achieve business objectives.

2. Product Quality & Technical Issue Management

• Manage Market Investigation Reports (MIR), Product Quality Reports (PQR), and dealer technical feedback.
• Drive root cause analysis and implementation of corrective and preventive actions.
• Lead investigations involving complex technical concerns, customer complaints, and quality-related issues.

3. New Model Launch Support

• Lead technical readiness activities for new model launches.
• Oversee Initial Stage Control (ISC) programs and monitor launch-related technical performance.
• Ensure effective issue escalation, tracking, and resolution during launch periods.

4. Customer & Service Operations Support

• Oversee Work-In-Progress (WIP), We-Care cases, special investigations, consumer tribunal matters, and court-related technical cases.
• Ensure customer concerns are resolved effectively while maintaining service quality standards.

5. Technical Competency & Network Development

• Drive dealer technical competency development initiatives.

• Oversee the preparation and issuance of:

  • Technical Information (TI)
  • Service Bulletins
  • Troubleshooting Guides
  • Technical Communications

• Provide technical guidance and coaching to service outlets and technicians.

6. Compliance & Continuous Improvement

• Ensure compliance with ISO 9001 requirements, technical processes, and relevant regulatory standards.
• Lead continuous improvement initiatives to enhance service quality, operational efficiency, and customer satisfaction.

7. Resource & Budget Management

• Optimize manpower planning and utilization.
• Manage operational expenditure (OPEX) and capital expenditure (CAPEX) within approved budgets.
• Support management directives and strategic initiatives.

Job requirements:

• Diploma, Advanced Diploma, or Bachelor's Degree in Automotive Engineering, Mechanical Engineering, or a related field.
• Minimum 8 years of experience in the automotive industry, preferably in technical support, after sales, service operations, or vehicle diagnostics.
• Strong knowledge of automotive systems, diagnostics, and troubleshooting.
• Good leadership, analytical, and problem-solving skills.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Office applications (Excel, PowerPoint, and Word).
• Able to work independently and lead a team effectively.
• Willing to travel frequently.