Senior Manager, Aftersales Operations

Proton New Energy Technology Sdn Bhd; Subang Jaya; Presencial; MYR 180 000 - 320 000; Tempo integral

Resumo da oferta

PRO-NET, a PROTON subsidiary in Malaysia, seeks an experienced Aftersales leader to shape service strategy and drive performance. You will manage dealer networks, set targets, and enhance customer experience while coordinating with engineering for EV service improvements.

You will lead a high-caliber team, develop training, and ensure KPI-driven improvements across warranties, parts, and field operations in a dynamic market.

Qualificações

• Bachelor's degree in Automotive Technology, Mechanical Engineering or Business Management required.
• Minimum 10 years in automotive Aftersales with 5+ years in senior leadership.
• Experience with OEM/distributor networks; EV/new energy experience is a plus.

Responsabilidades

• Develop and execute Aftersales service strategy and annual business plan.
• Establish dealer network and workshop operations readiness.
• Benchmark competitors and improve service operations.
• Standardize dealer workshop operations to improve productivity and turnaround.
• Oversee warranty, quality & customer experience improvements.
• Manage parts inventory and reduce VOR time.
• Drive EV service development and product improvement with Engineering.
• Develop Aftersales team through training and succession planning.
• Monitor KPIs and report to Management, ensuring compliance.

Conhecimentos

Leadership

Communication

Analytical skills

EV experience

Formação académica

Bachelor's degree in Automotive Technology

Bachelor's degree in Mechanical Engineering

Bachelor's degree in Business Management

Descrição da oferta de emprego

PRO-NET is a wholly owned subsidiary of PROTON, established to drive the growth of New Energy Vehicles (NEV) and shape the future of mobility in Malaysia and beyond.

As the company behind PROTON e.MAS, PRO-NET brings together automotive, technology, digital, retail, aftersales, charging and customer experience capabilities to build a complete new-energy mobility ecosystem.

We are a fast-growing and ambitious organisation driven by innovation, agility and a passion for transforming mobility. Join us and be part of the team shaping the future of automotive and EV in Malaysia.

What You’ll Do

Aftersales Strategy & Business Planning

• Develop and execute the overall Aftersales service strategy and annual business plan, including budget, revenue and profitability targets aligned with company objectives.

Dealer Network & Workshop Operations

• Establish service targets, policies and procedures to ensure new dealers are operationally ready before outlet opening.
• Benchmark competitors and identify opportunities to improve service operations in line with market conditions.
• Standardize dealer workshop operations to improve productivity, labour efficiency, first-time-fix rates and vehicle turnaround time.
• Conduct regular dealer visits and audits to ensure service facilities and workshops meet required standards.

Dealer Performance & Improvement

• Review dealer KPIs through regular performance analysis, reporting and coaching sessions.
• Identify performance gaps and recommend improvement actions to strengthen dealer operations.

Warranty, Quality & Customer Experience

• Oversee warranty claims, goodwill cases, quality inspections, buy-back reports and customer complaints, ensuring timely resolution and improved customer satisfaction and retention.

Parts & Inventory Management

• Work closely with Parts Operations to improve parts availability and fill rates, reduce vehicle-off-road (VOR) time and optimize inventory turnover.

EV Service & Product Improvement

• Develop preventive maintenance programmes to improve EV reliability and minimize breakdowns.
• Collaborate with Engineering and Quality teams to drive continuous product improvement using service and warranty data.

Team & Dealer Capability Development

• Develop the Aftersales team and dealer capabilities through training, certification and succession planning, with a focus on EV technologies and service procedures.

Performance Reporting & Compliance

• Monitor financial and operational KPIs, submit monthly performance reports to Management and recommend corrective actions where needed.
• Ensure compliance with OEM standards, company policies and applicable safety and regulatory requirements.

What We’re Looking For

• Bachelor's degree in Automotive Technology, Mechanical Engineering, Business Management or a related field.
• At least 10 years of automotive Aftersales experience, including 5 years in a senior management or leadership role. Experience with an automotive OEM, principal or distributor, and dealer/service network management is highly preferred.
• Strong knowledge of automotive Aftersales operations, EV systems, diagnostics, repairs and warranty management. EV or new energy vehicle experience is an added advantage.
• Proven leadership and team development skills, with strong commercial and financial acumen, analytical capabilities, and excellent communication, stakeholder management and customer service skills.
• Agile, proactive and adaptable, with the ability to work under pressure in a fast-paced start-up environment and travel when required.