Duties & Responsibilities
• Managing technical support process, overseeing all Product Quality Reports (PQRs) and Technical Product Reports (TPRs)
• Provide support on technical issues and strategic solutions in alignment with the brand standard repairs
• Updating Technical Service Bulletins to nationwide dealers, ensuring dealer address key technical issues effectively and to reduce downtime.
• Manage after-sales systems for Mercedes-Benz (Xentry) and FUSO (Ascent), maximizing system functionality and integration to support seamless technical service delivery.
• Liaise with DTSEA and MFTBC on technical matters and improvement on trucks issues faced on the ground by workshop operation.
• Managing coordination with the RC, leading regular discussions on emerging technical trends, issue resolution, and long-term strategic initiatives.
• Lead technical enhancement programs for the department, setting ambitious KPI metrics and leading continual performance improvement efforts for the technical support team.
• Drive data integrity through comprehensive weekly and monthly reporting on key technical metrics, including case resolution times, recurring issues, and product performance data.
• Lead advanced product failure investigations, developing robust local countermeasures, or escalating issues to manufacturers when necessary, ensuring a culture of proactive problem-solving.
• Act as a central technical resource for cross-departmental initiatives, including tender and sales events, ensuring that technical expertise is embedded in strategic planning.
• Execution of warranty claims processing within 45 days from the submission of the claim by dealer, payment to the dealer and reimbursement by principal (MBCV/MFTBC)
• Ensure all claims submitted to principal are within stipulated period (60 days) from repair date.
• Follow up on goodwill submitted by dealer within 1 day from creation date.
• Defective Parts arrangement returned to principal (MFTBC/MBCV)
• Execute scrapping of removed warranty parts which stored for 6 months.
• Perform survey regards to Warranty Hour Labour Rate (WHLR) & Warranty Parts Factor (WPF) from dealers.
• Conduct warranty audit & training for dealers
• Respond to ad hoc requests and additional tasks to support organizational goals.