After Sales Manager

Job summary

Oversees & develops after-sales services and technical support, ensuring customer satisfaction and driving revenue.

Job Responsibilities：

• Aftersales Technical Support System Development and Optimization: Establish and continuously improve the aftersales technical support processes and policies. Manage the technical support team and daily technical support operations.
• Dealer Workshop Standards and On-Site Technical Support: Conduct inspections and provide improvement guidance on dealer workshop operations, repair diagnostics, practical skills, and repair efficiency. Provide localized technical support as needed.
• Technical Documentation and System Management: Including the preparation, review, and release of service technical documents, including warranty manuals, user manuals, service manuals, diagnostic manuals, technical bulletins, etc.
• IT System Support: Assist in the development of IT systems such as technical work order systems, fault case databases, and knowledge management platforms.
• Warranty Management System Development and Optimization: Establish local warranty processes and policies, conduct warranty training, carry out warranty audits and inspections, perform claim reviews, manage the return and disposal of defective parts, and collect and report MQI (Market Quality Information).
• New Product and Technology Launch Support: Organize and implement localized training for product knowledge and new technology introductions. Manage training and certification for technical staff (including mechanical, body, and paint), and coordinate cross-departmental collaboration with marketing, service, and R&D to ensure technical support.
• Technical Training: Develop and execute aftersales technical training plans (for service stations, regional technicians, etc.). Build a technical certification system to enhance the technical capabilities across the service network.
• Quality Issue Analysis and Countermeasures: Analyze causes of urgent or abnormal quality issues and develop countermeasures. Assist in handling major complaints arising from vehicle technical quality problems, and provide legal basis and opinions related to technical quality issues in the Philippines to safeguard the company’s legal rights.
• Other Duties: Perform other tasks as assigned by company leadership.

Qualifications：

• Bachelor’s degree or above, preferably in Automotive Engineering or related fields;
• At least 5 years of experience in customer service, after-sales, or related areas is preferred, with a deep understanding of customer service processes and quality management systems; familiar with the characteristics and requirements of customer service in the automotive industry;
• Experience in after-sales technical departments is preferred; familiar with the basic principles and fault analysis methods of complete vehicle structures, or fuel systems; capable of independently handling complex after-sales issues and organizing technical workshops; proficient in using diagnostic tools, technical work order systems, and training tools; able to write and review technical documents such as repair manuals and technical bulletins;
• Strong ability to coordinate cross-functional resources efficiently, with excellent stress resistance, decision-making, and business negotiation skills;
• Outstanding strategic planning and execution capabilities, with a proactive work attitude and strong sense of responsibility;
• Proficient in using MS Office and other office software;
• Proficiency in English as a working language is preferred, along with strong cross-cultural communication skills;
• Willingness to travel frequently is a plus.

Benefits:

• Additional leave
• Company Christmas gift
• Health insurance
• Staff meals provided