Assistant Manager/ Manager, New Model Technical Support (After Sales)

1. New Model Launch Support

• Coordinate and support technical activities related to new model launches and X-Series vehicles to ensure smooth market introduction.
• Monitor vehicle performance during launch periods and facilitate timely technical issue resolution.

2. Initial Stage Control (ISC) Management

• Track and coordinate Initial Stage Control (ISC) activities, including:
• Daily issue reporting.
• Escalation of critical concerns.
• Follow-up and closure of field issues within stipulated timelines.
• Ensure all launch-related technical concerns are effectively managed and resolved.

3. Technical Analysis & Problem Resolution

• Analyze field technical issues, Market Investigation Reports (MIR), Product Quality Reports (PQR), and dealer feedback.
• Identify root causes and recommend effective corrective and preventive actions.
• Provide technical guidance and troubleshooting support to service outlets for:
• Complex diagnostic cases.
• Work-in-Progress (WIP) vehicles.
• Escalated technical concerns.

4. Cross-Functional Collaboration

• Work closely with Quality, R&D, Manufacturing, suppliers, and service networks to investigate and resolve product quality concerns.
• Coordinate technical discussions and facilitate information sharing among stakeholders.

5. Technical Documentation & Service Support

• Prepare and issue:
• Technical Information (TI)
• Service Bulletins
• Troubleshooting Guidelines
• Repair Instructions
• Ensure standardized repair methods are implemented across the service network.

6. Training & Capability Development

• Conduct technical training programs, troubleshooting sessions, and case study sharing for dealers and service personnel.
• Support the enhancement of technical competency within the service network.

7. Continuous Improvement

• Identify opportunities to improve technical support processes and service quality.
• Drive continuous improvement initiatives aimed at enhancing customer satisfaction and operational efficiency.

Requirements:

• Bachelor's degree, diploma, or advanced diploma in Automotive Engineering, Mechanical Engineering, or a related field.
• Minimum 5 years of experience in the automotive industry, preferably in technical support, after sales, service operations, or vehicle diagnostics.
• Strong knowledge of automotive systems and troubleshooting.
• Good analytical and problem-solving skills.
• Proficient in Microsoft Office applications (Excel, PowerPoint, and Word).
• Good communication and interpersonal skills.
• Able to work independently and manage multiple tasks effectively.
• Willing to travel frequently.
• Exposure to product quality investigation, technical training, or new model launches would be an added advantage.