Role Summary
This role oversees end-to-end aftersales technical support, dealer compliance, warranty governance and CSI improvement for the Philippine dealer network. It standardizes EV aftermarket services, resolves field technical issues, and aligns local service operations with brand and national regulatory requirements to deliver consistent customer experience across the Philippines market.
Key Responsibilities
1. Deliver on-site and remote EV technical support, repair audits, warranty spot checks, and dealer service training.
2. Manage dealer onboarding, ensure full compliance with Philippine automotive regulations, service standards and mandatory brand training requirements.
3. Conduct regular workshop quality audits and CSI improvement reviews to standardize dealer service operations.
4. Coordinate technical bulletins, service campaigns and recall execution; collaborate with HQ to investigate and close field quality and technical issues.
5. Resolve escalated customer cases and critical technical complaints to elevate overall customer experience.
6. Maintain stable dealer network relationships, drive process optimization and control regional aftersales & warranty quality performance.
Key Requirements
1. Solid EV technical knowledge covering battery systems, vehicle electronics and advanced diagnostics.
2. Proven OEM aftersales experience in dealer management, warranty administration and workshop compliance.
3. Strong capability in CSI improvement, process optimization and field issue resolution.
4. Excellent communication, stakeholder coordination and dealer relationship management skills.
5. Familiarity with Philippine automotive aftersales regulations is preferred; fluent in English.
