RESPONSIBILITIES

Ensure product quality & functional performance is monitored, analysed & reported from all global markets.
Ensure corrective actions are implemented in market & inplant within estblished time parameters to minimise customer dissatisfaction.
Manage&co-ordinate a global field & central support technical support infrastructure.       
Develop & implement a global product & technical support network & support infrastructure.
Develop global processes & governance that provides technical support to all markets & dealers through:
- GIobal & local technical support hotline services for markets & dealers
- In-market & in-dealer field technical support.                    
- Supporting local & global technical events.
- Product quality & functional performance monitoring,analysis, & reporting as agreed with Quality,Engineering, & Manufacturing departments.
- The delivey of robust solutions to markets in the shortest possible time.  
Develop global processes & governance that provides robust product quality concern resolutions & fixes to all markets & dealers through:
- The creation & management of a single agenda  for improving customer satisfaction with product
- A product quality concern reporting system (market level) to the Quality management team.
- Driving continuous product improvement through Voice of the Customer (Owner & Dealer) product feedback
Management of all product related technical areas within After Sales
Management of the Technical Service Centre.
The management & establishment of any necessary working relationships bemeen global markets and global business partners.
Coordinating & supporting close working relationships between the After Sales product support team and other relevant  departments to identify and investigate product quality concerns
Responsible for supporting the Customer Relations department with the necessay technical information and competence when required.    
KPIs: Customer satisfaction with Product, Dealer satisfaction with technical support, Case opening to case closure, Product concern opening to service fix implementation

DESIRED SKILLS AND EXPERIENCE

Minimum 1O years of solid experience of automotive technical engineenng.
Must have gained experience of total after sales area,(dealer/importer,national sales company etc);
Degree in technical automotive and MBA is plus;
Strategic, analytical and tactical abilities;
Ability to share knowledge and leaming,proven training skills;
Good PC skill and excellent English knowledge