Job Description

Oversee and manage the overall daily operations of the After Sales Department, including workshop, service, repair, maintenance, warranty, and spare parts coordination. 

• Plan, coordinate, and monitor after-sales activities to ensure efficient operations and high-quality customer service. 
• Monitor workshop activities, job allocation, repair progress, turnaround time, and technician productivity. 
• Ensure vehicle servicing, maintenance, repairs, and troubleshooting are performed according to Company procedures and required technical standards. 
• Coordinate with technicians and relevant teams to resolve technical issues and minimize vehicle downtime. 
• Oversee warranty claims, including documentation, submission, follow-up, and resolution of outstanding or rejected claims. 
• Coordinate spare parts requirements and availability to support workshop and repair operations. 
• Monitor outstanding repair jobs, warranty cases, customer complaints, and other after-sales matters to ensure timely resolution. 
• Handle customer complaints, technical concerns, and service escalations professionally. 
• Maintain strong relationships with customers and ensure a high level of customer satisfaction. 
• Work closely with Sales, Spare Parts, Operations, and other departments to ensure smooth after-sales support. 
• Supervise and manage After Sales personnel, technicians, workshop staff, and relevant team members. 
• Manage manpower planning, work allocation, workforce utilization, and departmental productivity. 
• Provide leadership, coaching, guidance, and performance feedback to team members. 
• Monitor departmental KPIs, service performance, operating expenses, revenue, and profitability. 
• Identify opportunities to improve service quality, operational efficiency, cost control, and customer retention. 
• Prepare and review After Sales operational, workshop, warranty, financial, and performance reports for Management. 
• Ensure proper documentation and records are maintained for service, repair, warranty, technical, and customer matters. 
• Ensure compliance with Company policies, safety procedures, operational standards, and Management directives. 

Job Requirements

• Diploma or Bachelor's Degree in Automotive Engineering, Mechanical Engineering, Automotive Technology, Business Management, or a related field. 
• Relevant working experience in after-sales, automotive service, workshop operations, commercial vehicles, heavy vehicles, or a related industry. 
• Prior experience in a supervisory or managerial role within an After Sales, Service, or Workshop Department is preferred. 
• Good knowledge of vehicle servicing, maintenance, repair processes, workshop operations, and technical troubleshooting. 
• Knowledge and experience in warranty claims and spare parts coordination will be an added advantage. 
• Strong leadership, team management, and manpower planning skills. 
• Strong customer service skills with the ability to handle complaints, technical concerns, and service escalations professionally. 
• Good problem-solving, decision-making, planning, and organisational skills. 
• Able to monitor departmental performance, operational costs, productivity, and KPIs. 
• Able to prepare and analyse operational and Management reports. 
• Proficient in Microsoft Office and general computer applications. 
• Good communication and interpersonal skills. 
• Good command of English and Bahasa Malaysia; Mandarin will be an added advantage. 
• Able to communicate and coordinate effectively with customers, suppliers, principals, technicians, and internal departments. 
• Responsible, hands-on, proactive, and able to work independently in a fast-paced environment. 
• Experience in the commercial vehicle or heavy-duty truck industry will be an added advantage.

Skills