Technical & Warranty Manager

Hap Seng Trucks Distribution Sdn Bhd; Puchong; On-site; MYR 120,000 - 180,000; Full time

Job summary

Hap Seng Trucks Distribution Sdn Bhd is seeking an experienced Technical Support Lead to manage end-to-end technical support for Mercedes-Benz and FUSO products. You will act as the highest escalation point, lead a technical team, and coordinate with regional and manufacturers on complex issues.

The role includes warranty management, TSB development, and system optimization (Xentry, FUSO Ascent), with strong emphasis on reducing vehicle downtime and improving customer satisfaction.

Qualifications

• Minimum Bachelor's degree or equivalent.
• Minimum 7 years of working experience.
• Mechanical & electrical failure analysis, report writing, data analysis.
• Good command of English & Bahasa Melayu (written and spoken).

Responsibilities

• Manage end-to-end technical support for Mercedes-Benz and FUSO products, incl. PQRs, TPRs, escalations, and quality concerns.
• Act as highest technical escalation point for dealers with troubleshooting, repair direction, and root cause analysis.
• Lead and coach the technical team to achieve KPIs and high customer satisfaction; provide direct support when needed.
• Liaise with RC, DTSEA, MFTBC, Engineering, and others on unresolved issues and product improvements.
• Lead advanced product failure investigations and develop local countermeasures; escalate critical issues to manufacturers.
• Develop and communicate TSBs, guidelines, and repair information to dealers; ensure uptime reductions.
• Manage after-sales technical systems (Xentry, Ascent) and drive capability development and cross-functional support.
• Undertake warranty operations: ensure timely claims, audits, and KPI targets.
• Ensure warranty processes and documentation comply with principal requirements; support audit processes.

Skills

Technical leadership

Mechanical analysis

Data analysis

Education

Bachelor's degree or equivalent

Tools

Mercedes-Benz Xentry

FUSO Ascent

Job description

1. Manage the end-to-end technical support for all Mercedes-Benz and FUSO products, including Product Quality Reports (PQRs), Technical Product Reports (TPRs), technical escalations, and product quality concerns.

2. Act as the highest technical escalation point for dealers by providing expert troubleshooting support, repair direction, and root cause analysis in accordance with brand standards. Maintain strong hands-on technical competency to independently investigate and resolve complex field issues remotely and on-site when required.

3. Lead, coach, and support the technical team in delivering technical assistance to dealers and customers, ensuring achievement of departmental KPIs, timely issue resolution, and high customer satisfaction. Provide direct operational support and assume case ownership when team resources are unavailable.

4. Liaise with Regional Center (RC), DTSEA, MFTBC, Engineering, and other relevant stakeholders on unresolved technical issues, product quality concerns, corrective actions, and continuous product improvement initiatives.

5. Lead advanced product failure investigations, monitor technical trends, develop local countermeasures, and elevate critical or recurring issues to manufacturers where necessary.

6. Develop, update, and communicate Technical Service Bulletins (TSBs), technical guidelines, and repair information to dealers while ensuring effective implementation and reduction of vehicle downtime.

7. Manage and optimize after-sales technical systems, including Mercedes-Benz Xentry and FUSO Ascent, while driving technical capability development, performance reporting, continuous improvement initiatives, and technical support for cross-functional business activities.

Warranty Responsibilities

1. Manage the overall warranty operation for Mercedes-Benz and FUSO products, ensuring compliance with principal requirements, timely claim processing, and achievement of warranty KPIs and operational targets.

2. Lead, coach, and support the warranty team to effectively execute all warranty activities in accordance with established timelines, policies, and procedures. Monitor performance, manage workload distribution, and provide direct operational support whenever manpower resources are unavailable.

3. Ensure warranty claims are processed within the established timeline from dealer submission through dealer reimbursement and recovery from principals (MBCV/MFTBC).

4. Ensure all warranty claims, goodwill requests, and supporting documentation are submitted, reviewed, and followed up within stipulated timelines and in accordance with principal requirements.

5. Manage defective parts retention, return, disposal, and warranty parts scrapping activities in compliance with principal policies and audit requirements.

6. Conduct warranty audits, dealer warranty training, and process reviews to improve warranty compliance, claim quality, and dealer warranty performance.

7. Monitor and report warranty performance metrics, including claim processing efficiency, recovery rates, Warranty Hour Labour Rate (WHLR), Warranty Parts Factor (WPF), and other key warranty KPIs.

8. Participate in principal warranty audits (MFTBC/MBCV) and realign warranty processes to ensure compliance with policy requirements while minimising financial impact to HSTD.

Undertake ad hoc Technical and Warranty assignments and additional responsibilities as required to support departmental and organizational objectives.

About you

Minimum Bachelor's degree or equivalent

Minimum 7 years of working experience

Mechanical & electrical failure analysis, report writing, data analysis

Good command of English & Bahasa Melayu (written and spoken)

Hap Seng Consolidated Berhad (“HSCB”) is a public company listed on the Main Market of Bursa Malaysia Securities Berhad. HSCB is a diversified group with six core businesses namely plantation, property, credit financing, automotive, trading and building materials.

Progressive and forward-looking, the Group’s emphasis on value creation, operational excellence and sustainability has enabled the Group to consistently deliver value to our shareholders.