Lead Technical Support & Dealer Quality Excellence

Sime Darby Beyond Auto Sdn Bhd; Petaling Jaya; On-site; MYR 56,000 - 89,000; Full time

Job summary

Sime Darby Motors is seeking a Technical Support Executive to lead a team of Support Officers and coordinate with local and overseas suppliers on mandatory equipment for dealers. You will evaluate accessory quality based on field feedback and help improve processes, while ensuring timely resolution of hotline cases and driving ongoing improvements in ESH adherence.

The role requires close liaison with the principal technical team, periodic dealer visits, and sharing field findings to reduce

Responsibilities

• Manage and lead a team of Technical Support Officers.
• Liaise with overseas and local suppliers pertaining on mandatory equipment for new / existing Service Dealers operation usage.
• Conduct accessory evaluation on the quality, durability and functionality based on the field feedback and liaison with supplier to improve the quality.
• Observe and develop S.O.P to improve the aftersales operation process and technical process.
• Conduct monthly meeting to follow up the outstanding issue.
• Conduct periodical visit to evaluate / assess Service Dealer’s premises, operations and monitoring their performance through ‘Monthly Dealer Performance.
• Monitor Quality Information Report (QIR) feedback and engage with Principal if the quality issue is critical.
• Ensure critical technical problems are solved which are raised by branches and dealers.
• Prepare a case study based on the findings from the field and liaise with BYD Principal and share with other dealers in order to reduce their diagnostic time.
• Provide technical investigation if required.
• Provide technical support to Service Dealers and Branch.
• Ensure all the hotline cases are replied within the time frame and closed within 6 days after writing and tele-conversation with relevant parties.
• Liaise with principal technical team in relate with technical matters.
• Environment Safety & Health (ESH) Accountabilities
• Ensures supervisors are aware of the importance of conformance to ESH policies and procedures and with the requirements of the ESHMS.
• Ensures supervisors are aware of their legal obligations and need to demonstrate legal compliance.
• Ensures supervisors are aware of the ESH consequences, actual or potential, of their work activities and the benefits of improved personal performance
• Ensures supervisors are aware of the ESH consequences of not complying with the Divisional/BU/OU procedures
• Implements, monitors and continually improves all ESH related plans, procedures and work instructions by encouraging the active participation of supervisors.
• Ensures responses to incidents, non-compliances/non-conformities are effective and provides sufficient and credible information to enable the accurate determination of causes and responds to investigation results to ensure lessons are learnt.
• Provide direction in the event of an emergency situation.
• Sime Darby Motors is one of the major automotive players in the Asia-Pacific region with presence in Malaysia, Australia, China, Hong Kong, Macau, New Zealand, Singapore, Thailand, and Taiwan. We are actively involved in the various parts of the value chain such as importation, assembly, distribution and retail.
• The Motors Division has relationships with many vehicle manufacturers around the world. Together with our partners, we strive to address the current challenges faced by the automotive industry and endeavor to support and promote sustainability in the industry.
• What can I earn as a Technical Support Executive

Job description

Sime Darby Motors is seeking a Technical Support Executive to lead a team of Support Officers and coordinate with local and overseas suppliers on mandatory equipment for dealers. You will evaluate accessory quality based on field feedback and help improve processes, while ensuring timely resolution of hotline cases and driving ongoing improvements in ESH adherence.

The role requires close liaison with the principal technical team, periodic dealer visits, and sharing field findings to reduce