Technical Field Support

Job Responsibilities

• Prepare Market Investigation Reports (MIR) and support process improvement initiatives from market feedback to manufacturing.
• Develop and provide troubleshooting guidance literature for service outlets.
• Enhance technician competency by upskilling branch and dealer technicians through structured training and skill composition analysis.
• Respond to all technical requests submitted via Market Investigation Reports (MIR) from service outlets, ensuring timely assistance.
• Diagnose, troubleshoot, and resolve complex cases or concerns raised by service outlets using best diagnostic practices to ensure customer satisfaction and brand loyalty.
• Collaborate with service outlets and the We-Care Centre to provide accurate technical information and effective solutions.
• Compile and escalate issues to the manufacturer via Product Quality Reports (PQR), especially those related to safety, chronic issues, costly parts, or high-frequency occurrences.
• Conduct joint investigations with manufacturers and vendors on specific issues raised through PQRs.
• Provide technical direction and assistance to service outlets for escalated cases and elevated customer calls.

Job Requirements

• Bachelor's Degree in Automotive / Engineering or any relevant discipline.
• Minimum 5 years preferably in the automotive industry.
• Proven experience in automotive technical support & guidance.
• Good interpersonal skills and able to communicate effectively.
• Computer literacy and proficiency in MS Office (Word, Excel & PowerPoint)