We are seeking for a highly motivated individual to manage the Customer Service (CS) business of the regional markets, which are under the Regional Center South East Asia (RC SEA)’s scope by providing service & technical consultancy, technical assistance and on-the-job training.
• Regular communication and support to markets by providing technical solutions enquiries, and if necessary, make field visits to help resolving service & technical issues.
• Ensure product quality by gathering feedback, by permanent technical monitoring & analysing for the preparation of technical reports and statistics to Fuso Japan (MFTBC) and / or Daimler India (DICV).
• Technical interface to MFTBC Japan / DICV to resolve and clarify technical issues from RC Singapore markets in coordination with QM, R&D and TA/CI of MFTBC.
• Evaluate & develop business partners’ and fleet customers’ service & technical standards by providing advice for improvement, e.g. corrective actions, on-job-training, proper tools and equipment etc.
• Monitor warranty expenditure development and approval of goodwill.
• Assist in carrying out inspection for potential product liability cases.

1. Product quality
• Develop standards and indicators for a RC SEA specific quality evaluation and early defect occurrence recognition. Through these indicators quality deficits of respective vehicles are being identified, technical improvement measures derived and implemented and their effectiveness monitored.
• Regular quality reporting and monitoring with Quality Management with MFTBC Japan.
• Potential influence of product defect to the product planning and new vehicle launches are to be pointed out to take adequate measures.

2. Problem solving management
• Solving of complex problems, which could result in buy back, negative press reports or legal cases. The escalation of these cases are being supported by RC SEA / MFTBC’s legal department, sales department, affected markets and development departments.

3. Internal / external communication & handling of technical issues
• Regular communication and support to markets by providing technical & service solutions on inquiries (through telephone, e-mails etc).
• Selection and setting of priorities of RC Singapore relevant issues and presentation to team members and market managers. Explain and demonstrate consequences of technical innovations / changes for RC Singapore markets.
• Presentation of selected issues during technical experience exchange meetings (national and international).

4. Field service & consulting
• Analysing and solving of technical issues arising from RC SEA markets. For solving complex cases support through visits to the markets. If necessary define counter-measures with MFTBC.
• Training on the job in RC SEA markets wherever needs do arise.
• Follow up on Service Fix & Recall execution announced by MFTBC.
• Visits to RC SEA markets (where necessary) and fleet customers including body builders to provide service & technical support and consultancy.
• Evaluate MPC & GDs and fleet customers’ technical standards and provide advice for improvement, e.g. corrective actions, on-job-training, proper tools and equipment etc.

5. Warranty & Goodwill (W&G) controlling
• Steering of W&G development and constant monitoring of developments including comparisons in between markets.
• Identify repeated repairs and consult markets to initiate appropriate countermeasures.
• Show results and identify potentially unjustified W&G expenditures and if necessary initiate charge backs to markets.
• Support warranty audit team of MFTBC in audit preparation and provide support during MFTBC warranty audits and parts scrapping to clarify technical points.

6. Service contracts
• Gather and compile costs and frequency of repairs for purpose of service contract calculation.

7. CS readiness for new vehicles launches / new technology
• Prepare CS readiness in connection with inauguration of new vehicles, aggregates or technology.
• Judge consequences for retail network and if necessary develop tailor-made concepts for needs in RC SEA markets.

8. Project activity
• Lead and participate in department own and inter-department committees, work councils and projects e.g. (vehicle launches, diagnostic systems, service systems, repair concepts).

And any suitable assigned task & duties.

This position is based in location Singapore. A valid and approved work visa is required for employment in Singapore in accordance to local labour law regulations.