Manager, Aftersales Technical, Hub Apac

Role description

Responsible for quality and technical support in Hub APAC, ensuring highest level of customer satisfaction and maintaining a close contact with the regions and customers to ensure regular check-ins and engagement.

Responsibilities

Product Quality

Consolidate and track all quality and technical issues are reported, addressed and escalated to relevant parties until it is resolvedAnalyse field failures and provide feedback to UDIS HQ for additional support as requiredImplement solutions for key product quality issues per region by securing technical reports and ensure parts availability for replacement of failed partsEvaluate the need to implement technical skill enhancement programs related to product quality across the regions to better support the importersResponsible for conducting product quality meetings for UD Trucks with regionsResponsible for conducting annual quality and warranty seminars for the regions to share updates on quality issues and solutions

Technical Support

Spearhead all processes related to handling technical crises within the regionsEnsure consistent support through importer network by providing training on technical and quality systemsCreate and develop solutions for market-specific technical issues, including service documentation, diagnostics and truck updatesEnsure technical issues are promptly and accurately handled by respective departments and address concerns properlyActively follow-up and consolidate product problem resolution process to ensure continuity of issues identified and highlight concerns to relevant partiesEnsure that technical documentation available within Hub APAC is available and currentCollaborate with UDIS / UDTQA to solve retrofit issue to meet regional demands

Hub Accident and Fire Inspector (AFI)

Accountable for Hub Accident and Fire inspections including conducting field investigation for any fire and incident cases reportedAdhere to standard protocol to ensure all details required for analysis are properly outlined.Consolidate all incident reports with facts and share with UDIS / UDTQA AFIEnsure root cause analysis conducted with UDIS / UDTQA AFI and provide an update to regions and ensure local safety authorities informed about the incident

Requirements

Minimum of 5 to 8 years' experience in Aftersales within automotive industry, preferably in multinational companies, and in Oceania and AsiaExisting experience and business acumen of the Japanese truck brand in Oceania and Asia is a major plusUnderstanding and knowledge about technical (including electrical or mechanical engineering), quality and aftersales knowledge in commercial vehiclesExperience in truck technical, commercial aftersales and quality and warranty processEntrepreneurial mindset for lean, cost-efficient, and creative solutionsAbility to manage and drive a wide range of diverse issuesInternational experience and multicultural competenceFluent in English, both written and spoken.

Any other additional Asian language will be a plus.

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