Field Technical Support Specialist - MIRs & Training

Perusahaan Otomobil Nasional Sdn Bhd (PROTON); Shah Alam; On-site; MYR 60,000 - 90,000; Full time

Job summary

PROTON in Malaysia seeks an automotive technical support specialist to drive MIRs, support process improvements from market feedback to manufacturing, and provide troubleshooting literature for service outlets.

You will elevate technician competency by structured training and skill analysis, respond to MIR requests with timely guidance, and collaborate with service outlets and the We-Care Centre to deliver accurate technical information and effective solutions.

Qualifications

• Bachelor's Degree in Automotive / Engineering or relevant discipline.
• Minimum 5 years preferably in the automotive industry.
• Proven experience in automotive technical support & guidance.
• Good interpersonal skills and able to communicate effectively.
• Computer literacy and proficiency in MS Office (Word, Excel & PowerPoint)

Responsibilities

• Prepare Market Investigation Reports (MIR) and support process improvement initiatives from market feedback to manufacturing.
• Develop and provide troubleshooting guidance literature for service outlets.
• Enhance technician competency by upskilling branch and dealer technicians through structured training and skill composition analysis.
• Respond to all technical requests submitted via MIR from service outlets, ensuring timely assistance.
• Diagnose, troubleshoot, and resolve complex cases or concerns raised by service outlets using best diagnostic practices to ensure customer satisfaction and brand loyalty.
• Collaborate with service outlets and the We-Care Centre to provide accurate technical information and effective solutions.
• Compile and escalate issues to the manufacturer via Product Quality Reports (PQR), especially those related to safety, chronic issues, costly parts, or high-frequency occurrences.
• Conduct joint investigations with manufacturers and vendors on specific issues raised through PQRs.
• Provide technical direction and assistance to service outlets for escalated cases and elevated customer calls.

Education

Bachelor's Degree in Automotive / Engineering

Tools

MS Office

Job description

PROTON in Malaysia seeks an automotive technical support specialist to drive MIRs, support process improvements from market feedback to manufacturing, and provide troubleshooting literature for service outlets.

You will elevate technician competency by structured training and skill analysis, respond to MIR requests with timely guidance, and collaborate with service outlets and the We-Care Centre to deliver accurate technical information and effective solutions.