Job Summary
Responsible for providing technical support and after-sales services to dealers, fleet customers, and direct customers regarding tire products. This role handles customer complaints, conducts field investigations, delivers technical training, and contributes to product quality improvement initiatives, in compliance with Bridgestone quality and environmental management systems.
Responsibilities
Customer Technical Support & Complaint Handling
• Provide technical advice and recommendations on tire products, usage, and troubleshooting to dealers and end customers.
• Investigate and analyse customer complaints and non-conforming products in accordance with ISO 9001 and ISO 14001 quality system procedures.
• Coordinate with relevant departments to resolve product quality issues arising from customer complaints and ensure corrective actions are implemented.
• Prepare technical inspection reports and complaint investigation results for submission to supervisors in a timely and accurate manner.
Customer Satisfaction Survey & Product Quality Monitoring
• Conduct customer satisfaction surveys with dealers and end users to assess post-usage product quality.
• Collect, compile, and analyse data on product performance in the field to support product quality improvement activities.
• Monitor competitor products and market movements to provide relevant insights on new product trends.
Technical Training & Knowledge Sharing
• Coordinate and support technical training programmes for dealers, customers, and internal staff as assigned. • Deliver knowledge on tire construction, manufacturing processes, and product features through training sessions, presentations, or factory visits.
Administrative & Reporting
• Prepare monthly progress reports on after-sales technical service activities.
• Maintain accurate and up-to-date service records, investigation logs, and documentation in line with quality system requirements.
Global / Regional / Local Initiatives
• Support regional and local product quality initiatives and improvement projects as directed by the supervisor.
• Collaborate with relevant internal teams across departments to share after-sales field insights that may contribute to product development or improvement.
Transversal Responsibility
• All business decisions and actions must serve and be in line with the Group’s Essence, principles & values, TRACE, and our way to serve the community.
• Partnering with Business & Functional Leaders to champion, communicate, inculcate, drive, promote and live Bridgestone’s Essence and TRACE principles & values.
• Fostering and promoting diversity i.e. gender-, generational, cultural, nationality-diversity in all aspects.
Requirements
- Bachelor’s degree in Engineering, Science, or equivalent field.
- 1-3 Years experience in Technical service.
- Be able to communicate in English (TOEIC score 650 up).
- Be able to use MS Office (Word, Excel,Powerpoint).
- Be able to drive a car and can work in up-country.
- Good personality, service mind, positive attitude.
- Experience in Automotive industry is preferred.