Assistant Manager/ Manager, New Model Technical Support (After Sales)

Perusahaan Otomobil Nasional Sdn Bhd (PROTON); Subang Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

PROTON's Assistant Manager/Manager, New Model Technical Support (After Sales) coordinates and supports technical activities for new model launches and X-Series vehicles to ensure smooth market introduction and timely issue resolution.

This role tracks ISC activities, analyzes field issues, MIRs, and PQRs; provides troubleshooting guidance to service outlets; collaborates with Quality, R&D, Manufacturing and suppliers; and prepares TI, Service Bulletins and troubleshooting guidelines.

Qualifications

• Bachelor's degree, diploma, or advanced diploma in Automotive Engineering, Mechanical Engineering, or a related field.
• Minimum 5 years of experience in the automotive industry, preferably in technical support, after sales, service operations, or vehicle diagnostics.
• Strong knowledge of automotive systems and troubleshooting.
• Good analytical and problem-solving skills.
• Proficient in Microsoft Office applications (Excel, PowerPoint, and Word).
• Good communication and interpersonal skills.
• Able to work independently and manage multiple tasks effectively.
• Willing to travel frequently.
• Exposure to product quality investigation, technical training, or new model launches would be an added advantage.

Responsibilities

• Coordinate and support technical activities related to new model launches and X-Series vehicles to ensure smooth market introduction.
• Monitor vehicle performance during launch periods and facilitate timely technical issue resolution.
• Track and coordinate Initial Stage Control (ISC) activities, including daily issue reporting, escalation of critical concerns, and closure of field issues within timelines.
• Analyze field technical issues, MIRs, PQRs, and dealer feedback to identify root causes and corrective actions.
• Provide technical guidance and troubleshooting support to service outlets for complex diagnostics, WIP vehicles, and escalated concerns.
• Collaborate with Quality, R&D, Manufacturing, suppliers, and service networks to investigate and resolve product quality concerns.
• Prepare and issue Technical Information, Service Bulletins, Troubleshooting Guidelines; ensure standardized repair methods.
• Conduct technical training programs and drive continuous improvement in service quality.

Skills

Analytical skills

Problem solving

MS Office

Communication skills

Interpersonal skills

Independent worker

Travel readiness

Education

Automotive Engineering or Mechanical Engineering degree

Tools

Microsoft Office

Job description

Assistant Manager/ Manager, New Model Technical Support (After Sales)

Coordinate and support technical activities related to new model launches and X-Series vehicles to ensure smooth market introduction.

Monitor vehicle performance during launch periods and facilitate timely technical issue resolution.

2. Initial Stage Control (ISC) Management

Track and coordinate Initial Stage Control (ISC) activities, including:

Daily issue reporting.

Escalation of critical concerns.

Follow-up and closure of field issues within stipulated timelines.

Ensure all launch-related technical concerns are effectively managed and resolved.

3. Technical Analysis & Problem Resolution

Analyze field technical issues, Market Investigation Reports (MIR), Product Quality Reports (PQR), and dealer feedback.

Identify root causes and recommend effective corrective and preventive actions.

Provide technical guidance and troubleshooting support to service outlets for:

Complex diagnostic cases.

Work-in-Progress (WIP) vehicles.

Escalated technical concerns.

4. Cross-Functional Collaboration

Work closely with Quality, R&D, Manufacturing, suppliers, and service networks to investigate and resolve product quality concerns.

Coordinate technical discussions and facilitate information sharing among stakeholders.

5. Technical Documentation & Service Support

Prepare and issue:

Technical Information (TI)

Service Bulletins

Troubleshooting Guidelines

Ensure standardized repair methods are implemented across the service network.

6. Training & Capability Development

Conduct technical training programs, troubleshooting sessions, and case study sharing for dealers and service personnel.

Support the enhancement of technical competency within the service network.

Identify opportunities to improve technical support processes and service quality.

Drive continuous improvement initiatives aimed at enhancing customer satisfaction and operational efficiency.

Job requirements:

Bachelor's degree, diploma, or advanced diploma in Automotive Engineering, Mechanical Engineering, or a related field.

Minimum 5 years of experience in the automotive industry, preferably in technical support, after sales, service operations, or vehicle diagnostics.

Strong knowledge of automotive systems and troubleshooting.

Good analytical and problem-solving skills.

Proficient in Microsoft Office applications (Excel, PowerPoint, and Word).

Good communication and interpersonal skills.

Able to work independently and manage multiple tasks effectively.

Willing to travel frequently.

Exposure to product quality investigation, technical training, or new model launches would be an added advantage.

Automobile technology that's the pride and symbol of Malaysian innovation and dedication. 1985 marked a momentous year in Malaysia's history when the country's first national car, the Proton Saga, rolled out for the masses. PROTON is more than just a car company as its inception as a key driver of national development has seen the brand accelerate its learning curve through technology transfer with strategic partnerships and technical collaborations.

Today, PROTON continues designing and building cars which has remained an elusive dream for most nations, but made a reality for Malaysia in 1985 and has since been driving the landscape of Malaysia’s automotive industry.

PROTON

Automobile technology that's the pride and symbol of Malaysian innovation and dedication. 1985 marked a momentous year in Malaysia's history when the country's first national car, the Proton Saga, rolled out for the masses. PROTON is more than just a car company as its inception as a key driver of national development has seen the brand accelerate its learning curve through technology transfer with strategic partnerships and technical collaborations.

Today, PROTON continues designing and building cars which has remained an elusive dream for most nations, but made a reality for Malaysia in 1985 and has since been driving the landscape of Malaysia’s automotive industry.