Assistant Manager, Warranty & Service Agreement

Assistant Manager, Warranty & Service Agreement
Department: Uptime and Retail (BP63200)

Job Overview
UD Trucks is known for our pioneering technologies and products within the commercial automotive industry. This position will be a key responsibility for UD Hub Malaysia warranty and campaign management.

Responsibilities And Duties
Warranty Management

1. Evaluate and approve all type claims in line with the warranty policy submitted by UD Hub Malaysia markets through UD Claim Processing System.
2. Ensure the efficiency and quality of claim handling through UD Claim Processing System for the importer network.
3. Monitor and analyze the warranty cost status and goodwill of Hub Malaysia markets and execute an action plan for improvements.
4. Conduct warranty audits within UD Hub Malaysia markets.
5. Oversee warranty policies and procedures are followed by importers.
6. Administrate the budget for warranty and commercial goodwill.
7. Handle the monthly warranty reporting process.
8. Oversee the warranty financial transactions.
9. Coordinate the approval of high-value claims and the submission process for the hub.

Campaign Management

1. Execute and monitor Recall, Service and local campaigns.
2. Facilitate campaign communications with importers.
3. Ensure the availability of parts and update campaign documentation for Hub Malaysia.
4. Oversee campaign management and follow ups with private importers.

Vehicle Delivery update (Report Card Entry)

1. Collect vehicle delivery and customer information from each importer at Hub Malaysia.
2. Update the vehicle delivery and customer details through UD Trucks systems.
3. Generate monthly reports on vehicle deliveries and the status of undelivered trucks for each market in Hub Malaysia.

Service Agreement

1. Collaborate with UD HQ Uptime and Retail team to configure the correct parameters in the service agreement quotation tool.
2. Work intimately with the importer team to create service agreement sales kits for customer offerings.
3. Educate importers’ sales and after-sales teams on the techniques and principal advantages of selling service agreements.
4. Assist importer workshops with the management of service agreement repairs and subsequent claims in Service Agreement Management & Administration (SeMA).
5. Operate as the super user for Service Schedule & Contract Quotation (SS/CQ Online) and Service Agreement Management & Administration (SeMA) within Hub Malaysia, providing support to importers on system use, training, and management.
6. Generate reports to track the performance of service agreements.
7. Aid importers in the finalization and commercial settlement of contracts.

Minimum Qualifications
Tertiary qualification – Diploma or Degree in Engineering (Electrical or Mechanical).

Experience

1. Minimum of 3-5 years’ experience in aftermarket within automotive industry, preferably in multinational companies, and in Asia.
2. Existing experience and business acumen of the Japanese truck brand in Southeast Asia is a major plus.

Skills

1. Customer oriented and partnership mindset with importers.
2. Proficiency in Microsoft Office applications.
3. Analytical skills for evaluating warranty cost per truck and campaign performance.
4. Technical proficiency and ability to work with UD Trucks Technology and IT teams.
5. Entrepreneurship mindset for lean, cost-efficient, and creative solutions.
6. Proficient in both written and spoken English, with fluency in any Southeast Asian language skills considered a merit.

Main Competence Requirement

1. Customer oriented
2. Communication skills
3. Partnership mindset
4. Entrepreneurship mindset
5. Solution oriented approach

About UD Trucks
Part of the Isuzu group, UD Trucks is a global leading international commercial vehicle solutions provider headquartered in Japan. At UD Trucks, we are defining the next generation of smart logistics solutions through advanced innovations in automation, electro mobility and connectivity. UD Trucks develops, manufactures and sells a wide range of heavy, medium and light-duty trucks, operating in more than 60 countries across all continents. Our trucks and people go the extra mile for our customers and business partners, day in and day out.

We are an 8,000+ strong team of colleagues with 40 nationalities who bring diversity and passion in delivering our products and services. We trust each other, work collaboratively and embrace change. At UD Trucks, our purpose is Better Life – to make life better for people and the planet. We have developed a culture that promotes:
Diverse and friendly culture – Strong culture of diversity and inclusion, organizing annual events, daily activities and open communication platforms including various internal voluntary networks.
Empowered growth – Global exposure and growth opportunities across functions and countries through internal mobility system and self-driven career opportunities, building a learning organization by enabling self-managed learning supported by the UD Academy.
Flexibility with trust – We continue to fully support both remote working (where and when applicable) and flexible working hours, we actively encourage our colleagues to maintain a good work/life balance. You will have the autonomy and flexibility to split your working time between both our wonderful, modern and equipped HQ and remotely.

Be part of our journey to create Better Life for society, for our customers and for yourself. UD Trucks is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our colleagues.