Engineer_Technical & Warranty

Short Description

To govern the aftersales technical support ecosystem, serving as the senior escalation point for complex diagnostic issues while optimizing technical resolution times and service quality across the dealer network.

Delivery

• Operational Governance: Oversee daily to annual workflows, ensuring total alignment with corporate standards and business goals.
• Escalation Management: Lead the dealer support network, driving rapid, high-standard resolution for complex technical issues.

Operation

• Optimize Claim Frameworks: Re-engineer internal warranty and transport claim workflows to sharply accelerate dealer turnaround times.
• Secure Customer Satisfaction: Safeguard brand loyalty by auditing network-customer touchpoints to ensure peak satisfaction levels.

Tactics

• Drive Continuous Improvement: Institutionalize network-wide operational efficiencies and process enhancements using advanced PDCA methodologies.
• Mitigate Technical Risk: Partner with dealers to conduct root-cause analysis on recurring issues and engineer robust preventive solutions.

Strategic

• Transform service performance data, dealer network challenges, and operational bottlenecks into high-level insights to guide executive decision-making.

Education