New Model After-Sales Tech Support Lead

Perusahaan Otomobil Nasional Sdn Bhd (PROTON); Subang Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

PROTON's Assistant Manager/Manager, New Model Technical Support (After Sales) coordinates and supports technical activities for new model launches and X-Series vehicles to ensure smooth market introduction and timely issue resolution.

This role tracks ISC activities, analyzes field issues, MIRs, and PQRs; provides troubleshooting guidance to service outlets; collaborates with Quality, R&D, Manufacturing and suppliers; and prepares TI, Service Bulletins and troubleshooting guidelines.

Qualifications

• Bachelor's degree, diploma, or advanced diploma in Automotive Engineering, Mechanical Engineering, or a related field.
• Minimum 5 years of experience in the automotive industry, preferably in technical support, after sales, service operations, or vehicle diagnostics.
• Strong knowledge of automotive systems and troubleshooting.
• Good analytical and problem-solving skills.
• Proficient in Microsoft Office applications (Excel, PowerPoint, and Word).
• Good communication and interpersonal skills.
• Able to work independently and manage multiple tasks effectively.
• Willing to travel frequently.
• Exposure to product quality investigation, technical training, or new model launches would be an added advantage.

Responsibilities

• Coordinate and support technical activities related to new model launches and X-Series vehicles to ensure smooth market introduction.
• Monitor vehicle performance during launch periods and facilitate timely technical issue resolution.
• Track and coordinate Initial Stage Control (ISC) activities, including daily issue reporting, escalation of critical concerns, and closure of field issues within timelines.
• Analyze field technical issues, MIRs, PQRs, and dealer feedback to identify root causes and corrective actions.
• Provide technical guidance and troubleshooting support to service outlets for complex diagnostics, WIP vehicles, and escalated concerns.
• Collaborate with Quality, R&D, Manufacturing, suppliers, and service networks to investigate and resolve product quality concerns.
• Prepare and issue Technical Information, Service Bulletins, Troubleshooting Guidelines; ensure standardized repair methods.
• Conduct technical training programs and drive continuous improvement in service quality.

Skills

Analytical skills

Problem solving

MS Office

Communication skills

Interpersonal skills

Independent worker

Travel readiness

Education

Automotive Engineering or Mechanical Engineering degree

Tools

Microsoft Office

Job description

PROTON's Assistant Manager/Manager, New Model Technical Support (After Sales) coordinates and supports technical activities for new model launches and X-Series vehicles to ensure smooth market introduction and timely issue resolution.

This role tracks ISC activities, analyzes field issues, MIRs, and PQRs; provides troubleshooting guidance to service outlets; collaborates with Quality, R&D, Manufacturing and suppliers; and prepares TI, Service Bulletins and troubleshooting guidelines.