Customer Support Manager

Hap Seng; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Hap Seng is seeking an experienced Dealer After-Sales Performance leader to align dealer audits, set service and parts targets, and drive profitability across the network. The role requires oversight of warranty, CSI, and readiness for new models, with a focus on strategic planning and market development.

The candidate will analyze monthly performance reports, coordinate with HQ, and develop campaigns to improve service retention and revenue.

Qualifications

• Bachelor’s degree required; Master’s degree an advantage.
• At least 5 years in automotive after-sales, dealer network, or customer support, including 5+ years in leadership.
• Proven ability in Analytical, Leadership, Strategic Planning, Network Development, Customer Satisfaction Improvement.
• Skilled in data analysis and reporting; proficient in MS Excel, PowerPoint, with Power BI as an added advantage.
• Good command of English, Chinese, Bahasa Melayu written and spoken.

Responsibilities

• Align, coordinate dealer audits, including corporate image, facilities, and retail experience enhancements.
• Set and track targets for service penetration, parts sales, and customer retention.
• Managing service contract customer’s utilization, profitability and contract extension review
• Strategic development of UIO against service retention in workshop.
• Managing authorized body and paint dealer on parts purchases against insurance approval - Merimen.
• Analyse monthly performance reports and implement improvement plans and business profitability.
• Promote high levels of customer satisfaction (CSI) across all departments.
• Design effective campaign and service packages to dealer and end user for revenue achievement.
• Contribute to dealer expansion strategies and market development plans.
• Identify gaps in part sales and propose geographical network coverage
• Support launch of new models or services with readiness planning.
• Assessment on dealer warranty claims, parts service level, and credit risk exposure.
• Track competitor activity and market intelligence information to provide immediate action and solution.
• Provide feedback to HQ on competitor pricing, incentives, campaign effectiveness and market movement

Skills

Analytical

Leadership

Strategic Planning

Network Development

Customer Satisfaction Improvement

Education

Bachelor’s degree in Business, Automotive Engineering, or related field

Master’s degree

Tools

MS Excel

PowerPoint

Power BI

Job description

Dealer After-Sales Performance, in compliance with dealer standards, operational procedures, and parts & service KPIs.

Align, coordinate dealer audits, including corporate image, facilities, and retail experience enhancements.

Set and track targets for service penetration, parts sales, and customer retention.

Managing service contract customer’s utilization, profitability and contract extension review

Strategic development of UIO against service retention in workshop.

Managing authorized body and paint dealer on parts purchases against insurance approval - Merimen.

Analyse monthly performance reports and implement improvement plans and business profitability.

Promote high levels of customer satisfaction (CSI) across all departments.

Design effective campaign and service packages to dealer and end user for revenue achievement.

Contribute to dealer expansion strategies and market development plans.

Identify gaps in part sales and propose geographical network coverage

Support launch of new models or services with readiness planning.

Assessment on dealer warranty claims, parts service level, and credit risk exposure.

Track competitor activity and market intelligence information to provide immediate action and solution.

Provide feedback to HQ on competitor pricing, incentives, campaign effectiveness and market movement

Job Requirements:

Minimum Bachelor’s degree in Business, Automotive Engineering, or related field (Master’s is an advantage)

Minimum 5 years in automotive after-sales, dealer network, or customer support, including 5+ years in leadership

Proven ability in Analytical, Leadership, Strategic Planning, Network Development, Customer Satisfaction Improvement

Skilled in data analysis and reporting; proficient in MS Excel, PowerPoint, with Power BI as an added advantage.

Good command of English, Chinese, Bahasa Melayu written and spoken