Manager, Technical Field Support (After Sales)

Perusahaan Otomobil Nasional Sdn Bhd (PROTON); Subang Jaya; On-site; MYR 180,000 - 240,000; Full time

Job summary

PROTON in Malaysia seeks a Manager, Technical Field Support (After Sales) to lead nationwide TFS operations and ensure timely resolution of field issues. You will establish KPIs, manage quality reports, and drive root-cause actions while guiding preparation for new model launches and overseeing complex investigations.

The role requires 8+ years in automotive after-sales with strong diagnostics, leadership and communication skills; travel is frequent, and compliance with ISO 9001 is essential.

Qualifications

• Diploma, Advanced Diploma, or Bachelor's in automotive-related field.
• 8+ years in automotive industry, with after-sales/technical support experience.
• Strong knowledge of automotive systems, diagnostics and troubleshooting.
• Proven leadership, analytical and problem-solving abilities.
• Willingness to travel frequently and lead a team.

Responsibilities

• Lead nationwide Technical Field Support (TFS) operations and ensure timely resolution of field issues.
• Establish KPIs and monitor performance to meet business objectives.
• Manage MIR, PQR, and dealer feedback; drive root-cause analysis and corrective actions.
• Lead technical readiness for new model launches and monitor ISC program results.
• Oversee WIP, We-Care cases, investigations, and court-related technical matters; ensure service quality.

Skills

Leadership

Analytical

Problem solving

Communication

Education

Automotive Engineering

Mechanical Engineering

Tools

Microsoft Office

Job description

Manager, Technical Field Support (After Sales)

Lead and manage nationwide Technical Field Support (TFS) operations for the service network.

Oversee daily technical support activities to ensure effective and timely resolution of field issues.

Establish departmental KPIs and monitor team performance to achieve business objectives.

2. Product Quality & Technical Issue Management

Manage Market Investigation Reports (MIR), Product Quality Reports (PQR), and dealer technical feedback.

Drive root cause analysis and implementation of corrective and preventive actions.

Lead investigations involving complex technical concerns, customer complaints, and quality-related issues.

3. New Model Launch Support

Lead technical readiness activities for new model launches.

Oversee Initial Stage Control (ISC) programs and monitor launch-related technical performance.

Ensure effective issue escalation, tracking, and resolution during launch periods.

4. Customer & Service Operations Support

Oversee Work-In-Progress (WIP), We-Care cases, special investigations, consumer tribunal matters, and court-related technical cases.

Ensure customer concerns are resolved effectively while maintaining service quality standards.

5. Technical Competency & Network Development

Oversee the preparation and issuance of:

Technical Information (TI)

Service Bulletins

Troubleshooting Guides

Technical Communications

Provide technical guidance and coaching to service outlets and technicians.

6. Compliance & Continuous Improvement

Ensure compliance with ISO 9001 requirements, technical processes, and relevant regulatory standards.

Lead continuous improvement initiatives to enhance service quality, operational efficiency, and customer satisfaction.

7. Resource & Budget Management

Optimize manpower planning and utilization.

Manage operational expenditure (OPEX) and capital expenditure (CAPEX) within approved budgets.

Support management directives and strategic initiatives.

Job requirements:

Diploma, Advanced Diploma, or Bachelor's Degree in Automotive Engineering, Mechanical Engineering, or a related field.

Minimum 8 years of experience in the automotive industry, preferably in technical support, after sales, service operations, or vehicle diagnostics.

Strong knowledge of automotive systems, diagnostics, and troubleshooting.

Good leadership, analytical, and problem-solving skills.

Strong communication and interpersonal skills.

Proficient in Microsoft Office applications (Excel, PowerPoint, and Word).

Able to work independently and lead a team effectively.

Willing to travel frequently.

Automobile technology that's the pride and symbol of Malaysian innovation and dedication. 1985 marked a momentous year in Malaysia's history when the country's first national car, the Proton Saga, rolled out for the masses. PROTON is more than just a car company as its inception as a key driver of national development has seen the brand accelerate its learning curve through technology transfer with strategic partnerships and technical collaborations.

Today, PROTON continues designing and building cars which has remained an elusive dream for most nations, but made a reality for Malaysia in 1985 and has since been driving the landscape of Malaysia's automotive industry.

PROTON