Assistant Manager, Aftersales Technical Support (Proton e.MAS)

About PRO-NET

Incorporated on 16th August 2022, a wholly-owned subsidiary of Perusahaan Otomobil Nasional Sdn Bhd. General (or Official) Distributor of smart vehicles in Malaysia & Thailand.

Our mission and vision are to become the leader in new energy ecosystem automotive solutions. Our business scope encompasses the distribution of New Energy Vehicles, provision of EV charging solutions, electronic parts and mobility solutions, finance and insurance services, retailing of accessories and merchandise, monitoring data services for customers as well as the latest technology in EV design and manufacturing.

The Role

Job Summary

The role is responsible for providing technical support to dealers through online and on-site troubleshooting, ensuring timely resolution and reporting of technical issues. The role also supports quality control, technical reporting, dealer communication, and service-related activities, while managing special tools and equipment and assisting with technical training.

Key Responsibilities:

• Provide technical support to dealers through online troubleshooting and on-site assistance, where required.
• Monitor and manage technical issue reporting through system-based tools, including DMS Technical Inquiry and Technical Field Reports, ensuring timely follow-up and communication between PRO-NET and dealers.
• Support the monitoring and review of quality control measures implemented by HQ/R&D, ensuring alignment with established standards and requirements.
• Support the development and implementation of effective technical reporting and communication processes to enhance information flow between PRO-NET and dealers.
• Address and provide technical assistance for retail customer concerns related to vehicle technical issues, where required.
• Manage inventory and conduct routine audits of special tools and workshop equipment, identifying gaps and recommending appropriate corrective actions.
• Prepare technical, performance, and training-related reports as assigned by the immediate superior.
• Support the planning and coordination of technical training sessions, field service actions, and other service-related activities, including administrative support where required.

Qualifications & Requirements:

• Diploma or Degree in Automotive Technology, Mechanical Engineering, or a related field.
• Minimum 5 years of experience in automotive aftersales technical support. Exposure to Hybrid, BEV, PHEV, or MHEV technologies will be an advantage.
• Strong hands-on experience in roles such as Diagnostic Technician, Senior Technician, Quality Controller (QC), or Foreman.
• Solid understanding of vehicle electrical systems, diagnostic processes, and automotive repair procedures.
• Strong communication and customer-handling skills, with the ability to engage effectively with dealers and customers.
• Ability to analyze technical data, identify root causes, and implement continuous improvement initiatives.
• Proficient in preparing clear, structured, and accurate technical reports.
• Agile, proactive, and adaptable, with the ability to travel and perform effectively in a fast-paced, high-pressure environment.
• Proficient in English, Bahasa Malaysia and Mandarin, due to the nature of the role.