职位描述

Job Responsibilities:
1. Technical Support Operations
Provide daily technical support to dealerships and service centers, including vehicle diagnostics, repair procedures, and technical issues.
Assist dealerships in resolving complex vehicle problems and coordinate with the headquarters technical team for technical upgrades when necessary.
Monitor and track recurring technical issues, product quality problems, and field cases.
Support the implementation of technical promotion activities, service measures, recalls, and product improvement activities.
Prepare and distribute technical bulletins, service information, and repair guides to dealerships.
Support new model launch preparations, including technical documentation and service preparation.
2. Warranty and Claims Management
Manage the review, verification, submission, and settlement processes for warranty claims.
Monitor the quality of dealership warranty claims and ensure they comply with company warranty policies and procedures.
Analyze warranty data, claim trends, and failure modes to identify potential product quality issues.
Coordinate claim approvals and technical investigations with the headquarters warranty and quality team.
Conduct regular warranty audits and support dealership improvement activities.
Control warranty costs while maintaining customer satisfaction and service quality.
3. Dealer Management and Training Support
Maintain close communication with dealer service teams to handle technical and warranty-related matters.
Support dealer service capability improvement and the implementation of operational standards.
Assist in organizing technical training and after-sales workshops for dealers and technicians.
Collect market feedback and provide suggestions for after-sales service improvement.
4. Reporting and Process Improvement
Prepare reports regularly related to warranty performance, technical cases, and dealer service operations.
Support the development and optimization of after-sales technical and warranty processes/Standard Operating Procedures (SOPs).
Ensure compliance with local regulations, company policies, and after-sales standards.

职位要求

Job Requirements:
1. Bachelor's degree or above in Automotive Engineering, Mechanical Engineering, or a related field. At least 5 years of experience in automotive after-sales, technical support, warranty, or service operations. Experience in automotive OEM, distributor, or dealer service operations is preferred.
2. In-depth understanding of vehicle systems, diagnostics, and automotive repair processes.
3. Familiarity with warranty claims management and technical case handling.
4. Strong analytical and problem-solving skills.
5. Strong communication and coordination skills.
6. Proficient in Microsoft Office and ERP/DMS systems.
7. Able to work independently in a fast-paced, cross-functional environment.
8. Fluent in English; Mandarin speakers preferred.