Regional Service Operation, Senior Executive/Assistant Manager

Job PurposeTo ensure after-sales market readiness and sustained service network performance by partnering with distributors and internal departments to deliver compliant, efficient, and customer-focused operations. Drive continuous improvement across all operational areas through collaboration, monitoring, and data-driven actions. Enhance customer satisfaction, revenue growth, and brand integrity by strengthening distributor capabilities and performance.Key ResponsibilitiesA. After Sales Operations and Distributor Performance (40%)Lead, plan, and collaborate with distributors in assigned regions and relevant departments to ensure after-sales market readiness, including technical training, warranty, spare parts (including special tools), service operations, network facilities, and Corporate Identity (CI) implementation, according to schedule.Collaborate with regional distributors to develop and implement effective service campaigns that optimise workshop capacity, increase revenue, and improve customer retention and satisfaction.Work with relevant departments to support distributors through after-sales market trend analysis, competitor activity reviews, and benchmarking of distributor performance and best practices.Identify operational and process gaps in distributors' daily operations, recommend improvements, resolve operational issues, and monitor the effectiveness of corrective actions.Lead regular meetings with distributors to strengthen business relationships, build trust, and implement action plans to improve technical, warranty, spare parts, and service operations performance.Analyse monthly throughputs and prolonged Vehicle Off Road (VOR) records to identify trends and develop effective improvement plans and countermeasures with distributors.Support new export business projects, including new markets, new models, and new business partners, with a focus on after-sales service and spare parts readiness.B. Product Quality and Customer Satisfaction (40%)Identify and highlight vehicle quality issues based on Product Quality Inspection (PQI) results, regional distributors' feedback, and Corporate Quality (CQ) input to the relevant internal and external stakeholders for resolution and improvement.Identify gaps in existing processes for timely PQI and Product Quality feedback, and develop and implement countermeasures to improve process flow.Channel Voice of Customer (VOC) feedback from distributors to the relevant departments and monitor progress to ensure customer concerns are resolved promptly.Collaborate with distributors to analyse and identify the root causes of customer issues and develop and implement appropriate countermeasures based on customer feedback.Monitor distributors' Customer Service Index (CSI) and collaborate with them to improve overall after-sales operational performance and customer satisfaction.C. Process and Compliance (20%)Enforce regional distributor and dealer compliance with PROTON Operating Standards, including workshop compliance, the 7-step process, spare parts and warranty management, and retail standards, through regular audits and monitoring of recommended action plans.Monitor and ensure that recalls, product upgrades, and service fixes are completed within the specified timelines and that the set targets are achieved.Support all projects and initiatives related to International After Sales Department (IASD) matters.

Job Requirements

Educational Qualifications

• Bachelor's Degree in Automotive Engineering, Mechanical Engineering, Mechatronics Engineering, or a related discipline.
• Equivalent relevant experience may be considered.Work Experience 4–6 years of total working experience. Experience in automotive after-sales operations is preferred.Skills and CompetenciesStrong communication skills, with the ability to convey knowledge and information confidently.Ability to work independently and collaboratively as part of a team.Strong leadership skills and the ability to take charge when necessary.Intermediate proficiency in Microsoft Office applications.Strong critical-thinking, analytical, and problem-solving skills.Key Stakeholders and Working RelationshipsRegional distributors and dealers.Internal departments, including Technical, Training, Warranty, Spare Parts, Service Operations, and Corporate Quality.International After Sales Department (IASD).Other relevant internal and external stakeholders involved in export market operations.