Responsibilities:

Technical Management

• Lead and manage the technical engineer team.

• Provide expert technical guidance to dealers, service teams, and internal stakeholders.

• Develop and implement technical service policies, procedures, and standards.

• Support troubleshooting, root cause analysis, and resolution of complex technical issues.

• Coordinate with engineering, quality, and product development teams to address product concerns.

• Ensure technical documentation, manuals, and service bulletins are accurate and up to date.

• Plan and develop necessary technical training program to support new vehicle launch, fix it right first time and technician skill improvement.

• Deliver technical training programs for internal and external parties.

Warranty Management

• Establish local warranty policies for dealership which aligned with manufacturer's requirement

• Implement vehicle warranty for customers while take into account manufacturer's policy as well as local regulation requirement.

• Proposed and manager goodwill policy to preserve customer satisfaction. Manage the end-to-end warranty process, including claim submission, review, approval, and reimbursement.

• Ensure warranty claims are processed accurately and within established timelines.

• Monitor warranty costs and identify trends, risks, and improvement opportunities.

• Investigate warranty failures and conduct root cause analysis.

• Collaborate with suppliers and manufacturers regarding warranty-related concerns and recovery claims.

• Develop and maintain warranty policies and procedures.

• Prepare warranty performance reports and recommendations for management. Develop plan for warranty operation review (audit) with dealership.

Quality & Continuous Improvement

• Analyze product reliability and field performance data.

• Identify recurring product issues and implement corrective actions.

• Work closely with manufacturer's quality assurance teams to reduce warranty costs and improve product performance.

• Monitor KPIs related to technical support, service quality, and warranty performance.

• Lead continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

Team Leadership

• Manage, coach, and develop technical, trainer and warranty staff.

• Conduct performance reviews and establish team objectives.

• Foster a culture of customer focus, accountability, and continuous improvement.

• Allocate resources effectively to meet operational requirements.

• Ensure compliance with dealership financial controls and audit requirements.

• Review and approve significant service transactions when required.

Preferred

Qualifications:

• Bachelor/Master in Engineering, Mechanical Engineering, Electrical Engineering, Automotive Engineering, or a related fields.

• 5-7 years in technical service, after-sales service, warranty management, or engineering management role

• Strong knowledge of warranty processes, technical diagnostics, and quality systems.

• Strong understanding of parts and warranty operations.

• Good understanding of governance & compliance concepts.

• Strong analytical, documentation, and stakeholder communication skills.