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 resolved
• Analyse field failures and provide feedback to UDIS HQ for additional support as required
• Implement solutions for key product quality issues per region by securing technical reports and ensure parts availability for replacement of failed parts
• Evaluate the need to implement technical skill enhancement programs related to product quality across the regions to better support the importers
• Responsible for conducting product quality meetings for UD Trucks with regions
• Responsible 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 regions
• Ensure consistent support through importer network by providing training on technical and quality systems
• Create and develop solutions for market-specific technical issues, including service documentation, diagnostics and truck updates
• Ensure technical issues are promptly and accurately handled by respective departments and address concerns properly
• Actively follow-up and consolidate product problem resolution process to ensure continuity of issues identified and highlight concerns to relevant parties
• Ensure that technical documentation available within Hub APAC is available and current
• Collaborate 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 reported
• Adhere to standard protocol to ensure all details required for analysis are properly outlined.
• Consolidate all incident reports with facts and share with UDIS/ UDTQA AFI
• Ensure 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 Asia
• Existing experience and business acumen of the Japanese truck brand in Oceania and Asia is a major plus
• Understanding and knowledge about technical (including electrical or mechanical engineering), quality and aftersales knowledge in commercial vehicles
• Experience in truck technical, commercial aftersales and quality and warranty process
• Entrepreneurial mindset for lean, cost-efficient, and creative solutions
• Ability to manage and drive a wide range of diverse issues
• International experience and multicultural competence
• Fluent in English, both written and spoken. Any other additional Asian language will be a plus.