Senior Technical Manager (Hap Seng Trucks Distribution)

Senior Technical Manager (Hap Seng Trucks Distribution)

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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

Seniority level

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