Job Responsibilities

-Prepare Market Investigation Reports (MIR) and support process improvement initiatives from market feedback to manufacturing.

-Develop and provide troubleshooting guidance literature for service outlets.

-Enhance technician competency by upskilling branch and dealer technicians through structured training and skill composition analysis.

-Respond to all technical requests submitted via Market Investigation Reports (MIR) from service outlets, ensuring timely assistance.

-Diagnose, troubleshoot, and resolve complex cases or concerns raised by service outlets using best diagnostic practices to ensure customer satisfaction and brand loyalty.

-Collaborate with service outlets and the We-Care Centre to provide accurate technical information and effective solutions.

-Compile and escalate issues to the manufacturer via Product Quality Reports (PQR), especially those related to safety, chronic issues, costly parts, or high-frequency occurrences.

-Conduct joint investigations with manufacturers and vendors on specific issues raised through PQRs.

-Provide technical direction and assistance to service outlets for escalated cases and elevated customer calls.


Job Requirements

-Bachelor's Degree in Automotive / Engineering or any relevant discipline.

-Minimum 5 years preferably in the automotive industry.

-Proven experience in automotive technical support & guidance.

-Good interpersonal skills and able to communicate effectively.

-Computer literacy and proficiency in MS Office (Word, Excel & PowerPoint)