Senior Technical Manager (Hap Seng Trucks Distribution)

Job Responsibilities:Lead the end-to-end technical support process, overseeing all Product Quality Reports (PQRs) and Technical Product Reports (TPRs), and setting a standard for dealer engagement and operational support.Serve as the principal advisor on technical issues, setting protocols for the technical team, and ensuring swift, strategic solutions for escalated cases in alignment with the brand standards.Authorize and manage the issuance of critical Technical Service Bulletins to nationwide dealers, ensuring they address key technical issues effectively and reduce downtime.Direct the operational management of after-sales systems for Mercedes-Benz (Xentry) and FUSO (Ascent), maximizing system functionality and integration to support seamless technical service delivery.Manage OPEX and CAPEX budgets for technical operations, driving financial efficiency while maintaining high service standards and resource optimization.Liaise with DTSEA and MFTBC on technical matters and improvement on trucks issues faced on the ground by workshop operation.Manage service contract efficiency at dealer workshop operation in maximizing truck uptime and principal cost efficiency.Lead telematics application to enhance and optimizing service contract in understanding trucks usage and behaviour according to customer and operation.Act as the primary point of escalation and coordination with the RC, leading regular discussions on emerging technical trends, issue resolution, and long-term strategic initiatives.Build and maintain relationships with fleet customers, establishing the department as a proactive technical partner to major accounts and anticipating their needs in the vehicle lifecycle.Spearhead special projects such as retrofitting, conversions, and new system implementations, collaborating closely with internal and external stakeholders to ensure alignment with manufacturer standards.Design and lead technical training programs for the department, setting ambitious KPI metrics and leading continual performance improvement efforts for the technical support team.Drive data integrity through comprehensive weekly and monthly reporting on key technical metrics, including case resolution times, recurring issues, and product performance data.Lead advanced product failure investigations, developing robust local countermeasures, or escalating issues to manufacturers when necessary, ensuring a culture of proactive problem-solving.Act as a central technical resource for cross-departmental initiatives, including tender and sales events, ensuring that technical expertise is embedded in strategic planning.Respond to ad hoc requests and additional tasks to support organizational goals.Job Requirements:Bachelor’s degree in Mechanical/Automotive Engineering or related field; Master’s is an advantage.10+ years’ technical experience in commercial vehicles, with proven leadership in distributor and dealer management.Deep expertise in diagnostics, product quality, technical operations, and after-sales support systems.Strong ability to provide strategic technical advice to principals, dealers, and internal stakeholders.Proficiency in MS Excel and PowerPoint; experience with telematics and technical reporting tools is an added advantage.Excellent communication, analytical, and problem-solving skills to engage with principals, dealers, and fleet customers.Demonstrated leadership in guiding technical teams, training, and developing standards across dealer networks.