Responsibilities

Key Responsibilities
1. Dealer After-sales Management
- Supervise and support dealer service centers in the region on daily operations, including service SOPs, repair order management, repair quality, and customer reception standards;
- Conduct regular service audits and performance reviews, drive corrective actions to ensure service consistency across all outlets;
- Assist dealers in developing service revenue growth plans (maintenance packages, extended warranties, and other value-added services).
2. Call Center Management
- Oversee regional call center operations (including hotline and online chat), ensuring timely response and closed-loop handling of customer inquiries, appointments, and complaints;
- Optimize call scripts and workflows to improve first-call resolution rates and customer satisfaction.
3. Roadside Assistance Management
- Manage regional roadside assistance service providers (towing, jump-start, tire change, fuel delivery, etc.), monitoring response time and service coverage;
- Conduct regular performance reviews of assistance providers and handle major emergency escalations.
4. NPS & Complaint Management
- Establish a regional NPS monitoring system, analyze customer feedback regularly, identify service gaps, and drive improvement initiatives;
- Take full ownership of major/complex customer complaints in the region, coordinate internal resources for rapid resolution, and mitigate negative exposure risks.
5. New Product After-sales Readiness
- Partner with HQ and cross-functional teams (training, parts, warranty) to prepare regional after-sales capabilities ahead of new model/product launches – including technician certification, special tools and diagnostic equipment deployment, service manual distribution, and parts stocking plans;
- Establish a rapid feedback mechanism for post-launch quality issues and collect early customer insights for HQ.
6. Data & Reporting
- Deliver weekly/monthly regional after-sales operation reports (service volume, revenue, CSAT, complaint rates, rescue response time, and other core KPIs);
- Regularly participate in country-level business review meetings, presenting regional performance and actionable recommendations.

Qualifications

Qualifications
- Bachelor’s degree or above, preferably in Automotive Engineering, Mechanics, Business Administration, or related fields;
- Minimum 5 years of after-sales management experience in the automotive industry, with at least 2 years as a regional after-sales manager or equivalent – dealer network management experience is a plus;
- Strong understanding of the Malaysia automotive after-sales market, local consumer behavior, and industry regulations;
- Proven experience in call center management, roadside assistance program operations, and NPS improvement projects;
- Language proficiency: Fluent in both Bahasa Malaysia and English (spoken and written) – able to communicate effectively with local dealers, service providers, customers, and HQ. Chinese is a plus;
- Excellent cross-functional coordination and problem-solving skills, willing to travel frequently across states;