Senior Customer Support Manager (Dealer Management & After Sales) - HSTD

Job Responsibilities:

• Dealer After-Sales Performance, in compliance with dealer standards, operational procedures, and parts & service KPIs.
• Align, coordinate dealer audits, including corporate image, facilities, and retail experience enhancements.
• Set and track targets for service penetration, parts sales, and customer retention.
• Strategic development of UIO against service retention in workshop.
• Analyze monthly performance reports and implement improvement plans and business profitability.
• Ensure high levels of customer satisfaction (CSI) across all departments.
• Support customer recovery programs and oversee complaint resolution processes.
• Promote loyalty programs, extended warranties, and service packages to dealer and end user.
• Contribute to dealer expansion strategies and market development plans.
• Identify gaps in service or sales coverage and propose network changes.
• Support launch of new models or services with readiness planning.
• Assessment on warranty claims, inventory turnover, and credit risks.
• Track competitor activity, local market shifts, and customer trends.
• Benchmark performance against dealers best practices.
• Provide feedback to HQ on pricing, incentives, and campaign effectiveness.

Job Requirements:

• Bachelor's degree in Business, Automotive Engineering, or related field (Master's is an advantage).
• 10+ years experience in automotive after-sales, dealer network, or customer support, including 5+ years in leadership.
• Strong background in dealer performance management, service retention, parts, and warranty operations.
• Proven ability in strategic planning, network development, and customer satisfaction improvement.
• Skilled in data analysis and reporting; proficient in MS Excel, PowerPoint, with Power BI as an added advantage.
• Excellent communication, stakeholder management, and problem-solving skills.
• Willing to travel frequently across West & East Malaysia to support dealer performance.
• Demonstrated leadership in coaching, mentoring, and developing teams.