Engineer_Technical & Warranty

Bangladesh Honda- People, Career & Culture; George Town; On-site; MYR 120,000 - 180,000; Full time

Job summary

Bangladesh Honda- People, Career & Culture is seeking an senior leader to govern the aftersales technical support ecosystem in Malaysia. You will serve as the senior escalation point for complex diagnostic issues and work to optimize resolution times and service quality across the dealer network.

You will oversee workflows, lead dealer support, rewrite claim processes for faster turnaround, and safeguard customer satisfaction while leveraging data to guide executive decisions.

Qualifications

• Experience in aftersales service operations and dealer support structures.
• Ability to lead cross-functional teams and align with corporate standards.
• Strong problem-solving skills with data-driven decision making.

Responsibilities

• Govern daily to annual workflows within the afersales support ecosystem.
• Act as senior escalation point for complex diagnostic issues across the dealer network.
• Re-engineer warranty and transport claim workflows to accelerate turnaround times.
• Audit dealer-customer touchpoints to safeguard customer satisfaction and brand loyalty.
• Drive continuous improvement using PDCA methodologies across the network.
• Partner with dealers to perform root-cause analysis and engineer preventive solutions.
• Transform service performance data into actionable insights for executive decisions.

Skills

Aftersales governance

Escalation management

Process optimization

Warranty/claims experience

Job description

Short Description
To govern the aftersales technical support ecosystem, serving as the senior escalation point for complex diagnostic issues while optimizing technical resolution times and service quality across the dealer network.
Delivery

• Operational Governance: Oversee daily to annual workflows, ensuring total alignment with corporate standards and business goals.
• Escalation Management: Lead the dealer support network, driving rapid, high-standard resolution for complex technical issues.
  

Operation

• Optimize Claim Frameworks: Re-engineer internal warranty and transport claim workflows to sharply accelerate dealer turnaround times.
• Secure Customer Satisfaction: Safeguard brand loyalty by auditing network-customer touchpoints to ensure peak satisfaction levels.
  

Tactics

• Drive Continuous Improvement: Institutionalize network-wide operational efficiencies and process enhancements using advanced PDCA methodologies.
• Mitigate Technical Risk: Partner with dealers to conduct root‑cause analysis on recurring issues and engineer robust preventive solutions.
  

Strategic

• Transform service performance data, dealer network challenges, and operational bottlenecks into high‑level insights to guide executive decision‑making.