Technical & Warranty Manager

Key responsibilities

Technical Responsibilities

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 escalate 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.

Ø 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)