Key Responsibility
Technical Support Operations
- Provide daily technical support to dealers and service centers regarding vehicle diagnosis, repair processes, and technical issues.
- Assist dealers in troubleshooting complex vehicle issues and coordinate technical escalation with HQ technical teams when necessary.
- Monitor and track recurring technical issues, product quality concerns, and field cases.
- Support implementation of technical campaigns, service actions, recalls, and product improvement activities.
- Prepare and distribute technical bulletins, service information, and repair guidance to dealers.
- Support new model launch preparation, including technical documentation and service readiness.
Warranty & Claim Management
- Manage warranty claim review, validation, submission, and settlement processes.
- Monitor dealer warranty claim quality and ensure compliance with company warranty policies and procedures.
- Analyze warranty data, claim trends, and failure patterns to identify potential product quality issues.
- Coordinate with HQ warranty and quality teams on claim approvals and technical investigations.
- Conduct regular warranty audits and support dealer improvement activities.
- Control warranty costs while maintaining customer satisfaction and service quality.
Dealer Management & Training Support
- Maintain close communication with dealer service teams regarding technical and warranty-related matters.
- Support dealer service capability improvement and operational standards implementation.
- Assist in organizing technical training and aftersales workshops for dealers and technicians.
- Collect market feedback and provide recommendations for aftersales service improvement.
- Reporting & Process Improvement
- Prepare regular reports related to warranty performance, technical cases, and dealer service operations.
- Support development and optimization of aftersales technical and warranty processes/SOPs.
- Ensure compliance with local regulations, company policies, and aftersales standards.
Qualifications & Requirements
- Bachelor’s degree in Automotive Engineering, Mechanical Engineering, or related fields.
- Minimum 5 years of experience in automotive aftersales, technical support, warranty, or service operations.
- Experience with automotive OEMs, distributors, or dealership service operations is preferred.
- Strong understanding of vehicle systems, diagnostics, and automotive repair processes.
- Familiar with warranty claim management and technical case handling.
- Good analytical and problem-solving skills.
- Strong communication and coordination abilities.
- Proficient in Microsoft Office applications and ERP/DMS systems.
- Able to work independently in a fast-paced and cross-functional environment.
