TECHNICAL SUPPORT SPECIALIST

1. JOB PURPOSE

To provide technical support for issues encountered by authorized service centers of the brands, resolve technical problems through on-site intervention when necessary, and prepare reports on technical activities. To carry out technical preparations for new model launches and ensure effective technical information flow between the manufacturer and the authorized service network.

2. KEY DUTIES AND RESPONSIBILITIES

• Provide technical support for problems encountered by authorized service centers and resolve issues through on-site intervention when necessary.
• Carry out technical preparations for new models to be introduced to the market and support the technical readiness of authorized service centers for new models.
• Ensure that technical support requests received from authorized service centers are effectively assessed and resolved, and monitor the effective operation of the technical support hotline.
• Report product and quality issues identified at authorized service centers to the manufacturer and inform authorized service centers about product improvements and technical enhancements implemented by the manufacturer.
• Manage or coordinate the translation of service and repair manuals, troubleshooting documentation, parts catalogs, owner's manuals and other technical documents for new models.
• Manage the translation of technical service bulletins issued by the manufacturer, ensure their communication to relevant authorized service centers and monitor implementation rates.
• Monitor technical updates, service campaigns and changes to technical procedures issued by the manufacturer, ensuring that the necessary communication and implementation processes are carried out.
• Evaluate technical feedback received from authorized service centers, identify recurring faults and product-related quality issues, and coordinate with the relevant manufacturer departments.
• Communicate with manufacturers and relevant internal departments to resolve technical problems and follow up on technical investigations and resolution processes.
• Monitor technical developments related to new models and technologies, conduct relevant research and develop projects aimed at improving technical processes.
• Prepare the necessary analyses and reports on technical support activities, product issues, service bulletins and technical improvements.
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3. QUALIFICATIONS AND COMPETENCIES

• Bachelor's degree in Mechanical Engineering, Electrical and Electronics Engineering, Automotive Engineering, Mechatronics Engineering or a related field.
• Preferably at least 3 years of experience in the motorcycle, automotive or after-sales services industry.
• Knowledge of motorcycle technologies, mechanical systems, electrical and electronic systems, and troubleshooting processes.
• Ability to read and interpret technical documentation, service and repair manuals, wiring diagrams and troubleshooting documents.
• Good to advanced command of English, with the ability to understand technical documentation and communicate with manufacturers both verbally and in writing.
• Proficiency in Microsoft Office applications.
• Strong interpersonal and communication skills.
• An inquisitive mindset, with a strong interest in technical developments and emerging technologies, and a willingness to conduct research and explore new solutions.
• Strong analytical thinking and problem-solving skills.
• Good planning, organizational, follow-up and reporting skills.
• Ability to conduct authorized service center visits and fieldwork when required, with willingness to travel locally and domestically.