After Sales & Technical Support Lead (subsidiary)

JOB PURPOSE

The position will be responsible for managing an effective after-sales support system, including warranty claims, spare parts, breakdown response, technical support, customer complaints, technician/ workshop coordination, and principal/ OEM management.

The ideal candidate is not a pure technician or sales professional, but someone who combines technical understanding, after-sales management, customer handling, and principal/OEM coordination.


KEY RESPONSIBILITIES

1. Customer & Service Management
   1. Handle customer complaints and after-sales service requirements.
   2. Coordinate breakdown response, preventive maintenance, and corrective maintenance.
   3. Ensure customer issues are responded to and resolved within agreed timelines.
   4. Monitor service history and identify recurring technical problems.
2. Warranty Management
   1. Manage the end-to-end warranty claim process, from initial diagnosis to closure.
   2. Prepare technical reports, photos, videos, and supporting documentation.
   3. Coordinate warranty approval with principals/ OEMs.
   4. Follow up and escalate warranty cases to ensure timely resolution.
   5. Assess whether issues fall under warranty, customer responsibility, or company goodwill
3. Principal/ OEM Coordination
   1. Act as the main contact for technical and after-sales matters with Sinotruk, CIMC, HELI, RS & SL, and other principals.
   2. Escalate technical, warranty, and spare parts issues when required.
   3. Proactively coordinate with principals to obtain technical solutions, spare parts, and service support.
   4. Maintain effective working relationships with principal technical and service teams.
   5. Communicate with international principals in English when required.
4. Spare Parts Management
   1. Coordinate parts identification and procurement.
   2. Monitor critical spare parts availability and lead times.
   3. Identify common and critical spare parts based on company's installed equipment base.
   4. Coordinate with Purchasing, Warehouse, and principals to minimize equipment downtime.
5. Technician & Workshop Network
   1. Coordinate company technicians, customer technicians, external workshops, and third-party service providers.
   2. Develop an effective service support network.
   3. Monitor service quality and technician performance.
   4. Ensure technical issues are properly diagnosed, followed up, and resolved.
6. After-Sales Development
   1. Develop structured after-sales workflows and reporting systems.
   2. Establish preventive maintenance schedules, breakdown reporting, warranty tracking, and service history records.
   3. Prepare regular after-sales performance reports for management.
   4. Develop service KPIs and SLAs for response and resolution times.
   5. Continuously improve after-sales processes and service quality.

Qualifications

1. Bachelor's degree in Mechanical Engineering, Automotive Engineering, Electrical Engineering, any field with related experience.
2. Approximately 5 years of experience in after-sales, service, technical support, or related functions.
3. Preferably 3 years of experience in a Supervisor, Coordinator, or Lead position.
4. Basic working proficiency in English and Chinese, particularly for communication with principals/ OEMs, distributors, and dealers.
5. Strong experience in customer service and technical issue management.
6. Able to coordinate technicians, workshops, suppliers, and external service providers.