I. Summary Description
The South East Asia Service Engineer is responsible for providing technical support to the dealer network across the assigned markets in South East Asia and India. The role serves as the primary technical liaison between dealers and the Factory, supporting warranty operations, technical issue resolution, service campaigns, Product Delivery Inspection (PDI), and dealer technical capability development to ensure high standards of aftersales service and customer satisfaction.
II. Primary Responsibilities
Warranty Operations
- Act as the primary technical liaison with the Factory on warranty-related matters.
- Support dealers in establishing and maintaining effective warranty processes and service standards.
- Ensure warranty claims and supporting documentation comply with company requirements prior to submission.
- Coordinate warranty claim reviews and technical clarifications with dealers and the Factory.
- Maintain accurate documentation of warranty cases and related service activities.
- Coordinate warranty parts return procedures in accordance with company policies.
- Support the setup and technical readiness of new dealers for warranty and aftersales operations.
Service Campaign & Recall Support
- Support the implementation of Factory and market service campaigns, including technical documentation, parts coordination, and campaign monitoring.
- Assist in collecting and analyzing field information related to product quality concerns.
- Investigate technical issues reported from the field and communicate findings to the Factory.
- Support the implementation of corrective actions and monitor campaign effectiveness.
- Ensure campaign activities are completed in accordance with company standards and applicable regulatory requirements.
Dealer Technical Support
- Provide technical assistance to the dealer network for vehicle diagnosis and repair.
- Coordinate with the Factory to resolve complex technical issues.
- Support dealers in implementing technical service procedures and repair standards.
- Assist in the translation, interpretation, and communication of technical bulletins and service information where required.
- Conduct regular dealer visits to support workshop operations and technical capability development.
Product Delivery Inspection (PDI)
- Support Product Delivery Inspection (PDI) activities to ensure vehicles meet company quality standards before delivery.
- Monitor PDI quality and recommend improvements to vehicle preparation processes.
- Maintain accurate records and reporting of PDI activities and performance statistics.
Technical Reporting & Continuous Improvement
- Prepare technical reports, field investigation summaries, and warranty analyses.
- Monitor recurring technical issues and recommend preventive or corrective actions.
- Share field feedback with the Factory to support product quality improvements.
- Contribute to the continuous improvement of aftersales processes, technical standards, and dealer service capabilities.
- Perform other duties and responsibilities as assigned.
III. Qualifications (Experience, Knowledge, Skills, and Abilities) Required
- Bachelor's degree in Automotive Engineering, Mechanical Engineering, or a related discipline.
- Experience in Automotive Aftersales, Technical Service, Warranty, or Dealer Technical Support.
- Good understanding of automotive diagnostic procedures, repair methods, and warranty administration.
- Experience working with dealer networks and international stakeholders is preferred.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Willingness to travel frequently within South East Asia.
- Business-level English required; additional regional language skills are an advantage.
