Engineer_Technical & Warranty

Honda India Power Products Ltd; Malaysia; Hybrid; MYR 120,000 - 240,000; Full time

Job summary

Honda India Power Products Ltd seeks a senior escalation lead to govern the aftersales technical support ecosystem, serving as the primary escalation point for complex diagnostic issues and driving rapid, high-quality resolutions across the dealer network.

The role focuses on optimizing warranty and transport claim workflows, safeguarding customer satisfaction, and converting service performance data into strategic insights to guide executive decision-making.

Qualifications

• Senior escalation point for complex diagnostic issues in the aftersales ecosystem.
• Experience aligning dealer networks with corporate standards and goals.
• Knowledge of warranty and transport claim workflows is a plus.

Responsibilities

• Oversee daily to annual workflows across the dealer network.
• Lead dealer support network to resolve complex technical issues quickly.
• Reengineer warranty and transport claim workflows to accelerate turnaround times.
• Audit network-customer touchpoints to ensure peak satisfaction levels.
• Institutionalize PDCA-driven operational efficiencies.
• Partner with dealers for root-cause analysis and preventive solutions.
• Transform service performance data into high-level insights for executives.

Skills

Escalation management

Operational governance

Continuous improvement

Root-cause analysis

PDCA methodologies

Data-driven decision making

Education

Diploma in Automotive or Mechanical Engineering

Job 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.

Education

Diploma in Automotive or Mechanical Engineering