Customer Support Manager

Job Responsibilities:

• Dealer After-Sales Performance, in compliance with dealer standards, operational procedures, and parts & service KPIs.
• Align, coordinate dealer audits, including corporate image, facilities, and retail experience enhancements.
• Set and track targets for service penetration, parts sales, and customer retention.
• Managing service contract customer’s utilization, profitability and contract extension review
• Strategic development of UIO against service retention in workshop.
• Managing authorized body and paint dealer on parts purchases against insurance approval - Merimen.
• Analyse monthly performance reports and implement improvement plans and business profitability.
• Promote high levels of customer satisfaction (CSI) across all departments.
• Design effective campaign and service packages to dealer and end user for revenue achievement.
• Contribute to dealer expansion strategies and market development plans.
• Identify gaps in part sales and propose geographical network coverage
• Support launch of new models or services with readiness planning.
• Assessment on dealer warranty claims, parts service level, and credit risk exposure.
• Track competitor activity and market intelligence information to provide immediate action and solution.
• Provide feedback to HQ on competitor pricing, incentives, campaign effectiveness and market movement

Job Requirements:

• Minimum Bachelor’s degree in Business, Automotive Engineering, or related field (Master’s is an advantage)
• Minimum 5 years in automotive after-sales, dealer network, or customer support, including 5+ years in leadership
• Proven ability in Analytical, Leadership, Strategic Planning, Network Development, Customer Satisfaction Improvement
• Skilled in data analysis and reporting; proficient in MS Excel, PowerPoint, with Power BI as an added advantage.
• Good command of English, Chinese, Bahasa Melayu written and spoken